Change Management Governance Analyst

Job title: Change Management Governance Analyst

Reports to: VP, Service Management

Department: IT OPS - Technical Infrastructure

Grade: 17

The Change Management Governance Analyst plays a key role in strengthening operational controls and reducing production risk across Technology. This role is responsible for enforcing enterprise-wide change management standards and ensuring all production-impacting changes comply with internal policies, SOX controls, and PCI requirements. The position requires strong analytical capability, attention to detail, and the ability to drive accountability through data, reporting, and cross-functional partnership.

You will collaborate closely with Infrastructure, Applications, Cloud, and Engineering teams to improve audit readiness, enhance governance practices, and support a regulated, high-availability environment.

• Monitor all production-impacting changes across Product and Technology to ensure adherence to internal change policy, SOX controls, and PCI requirements.
• Identify and document policy breaches including unauthorized changes, missing RFCs, missing approvals, improper risk classification, insufficient testing evidence, post-approval modifications, and emergency change misuse.
• Perform structured compliance reviews within Jira Service Management (JSM) to detect changes executed without approved tickets or outside defined workflows.
• Maintain audit-ready documentation to support internal audits, SOX testing, PCI reviews, and external compliance assessments.
• Develop and maintain automated dashboards and executive-level reports tracking KPIs such as Change Success Rate, Emergency Change %, Incident-to-Change Correlation, Unauthorized Change Rate, and repeat offender trends.
• Serve as the formal escalation point for non-compliant submissions, constructively challenging change owners and escalating repeated violations to leadership when necessary.

• Production changes consistently follow governance standards and required approvals.
• Unauthorized or non-compliant changes are identified early and addressed quickly.
• Audit readiness is strong, with accurate documentation and minimal control findings.
• Reporting provides clear visibility into change performance, trends, and risks.
• Cross-functional teams understand expectations and operate with greater accountability.
• Governance processes continue to improve in efficiency, clarity, and effectiveness.

• Strong communication skills, including clear writing, active listening, and the ability to explain technical topics in plain terms.
• Strong accountability and ownership mindset with a track record of delivering quality work.
• Ability to learn new frameworks, technologies, and methodologies quickly.
• Experience working collaboratively in team environments and contributing to shared goals.
• Openness to feedback, self-awareness and professional maturity.
• Strong attention to detail and ability to manage multiple priorities effectively.

• Bachelor’s degree in Information Systems, Information Technology, Computer Science, Business Administration, Accounting, or a related field preferred.
• Advanced, hands‑on experience with Jira Service Management (JSM), including strong proficiency in JQL (Jira Query Language), workflow configuration, dashboard creation and report automation.
• Solid understanding of ITIL 4 Change Enablement principles with demonstrated experience applying structured change governance in regulated or high‑availability environments.
• Experience supporting or operating within SOX and/or PCI‑controlled environments, including familiarity with audit evidence requirements and control testing.
• Strong analytical capability, with the ability to translate raw operational data into executive‑ready dashboards, KPIs and actionable insights.
• Excellent documentation discipline, including the ability to maintain audit‑ready artifacts and structured governance reporting.

Compensation range: $96k-$100k

Our benefits package is designed to support your well‑being, growth and success both inside and outside of work.

• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs
• Medical, dental and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

• 3 weeks PTO to start, with unlimited PTO after year one

• Certified Payments Professional (CPP) certification support

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye‒hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).