Change Management Analyst

Summary

Jewelers Mutual is seeking an experienced, detail-oriented Change Management Analyst to serve as a key contributor to our IT change governance and major incident review practices. This role owns the facilitation and administration of the Change Advisory/Approval Board (CAB), leads After Action Reviews (AARs) and Root Cause Analyses (RCAs) for significant incidents, and develops reporting that enables continuous improvement across Technology.

The ideal candidate brings a strong understanding of change management best practices (ITIL or equivalent), excellent facilitation and communication skills, and the ability to partner effectively with both technical and business stakeholders.

• Chair and facilitate the Change Approval Board (CAB), ensuring changes are appropriately documented, reviewed, risk-assessed, approved, and scheduled prior to implementation.
• Maintain, communicate, and enforce change management policy, process, standards, and controls across Technology teams and environments.
• Own the change calendar and coordinate change timing to reduce risk, avoid conflicts, and minimize business impact.
• Ensure CAB decisions and change outcomes are captured accurately, consistently, and in a manner suitable for reporting and audit needs.

• Lead After Action Reviews (AAR) and Root Cause Analysis (RCA) for major incidents that result in significant customer or business impact.
• Produce clear, actionable RCA documentation that identifies root causes, contributing factors, and lessons learned (technical and process-related).
• Drive accountability by tracking corrective and preventive actions (CAPA) through completion, escalating as needed, and validating closure evidence when appropriate.
• Identify recurring themes across incidents and failed changes, partnering with Technology leaders to address systemic issues.

• Develop, track, and publish regular operational metrics (e.g., change success rate, failed changes, incident trends, availability, repeat root causes).
• Translate data into concise, executive-ready reporting and insights that support decision-making and prioritization.
• Recommend and implement process improvements that increase effectiveness, reduce risk, and improve consistency across change and incident review practices.

• Collaborate across Technology teams (infrastructure, operations, engineering, security, etc.) and business partners to support alignment, shared expectations, and consistent adoption of change/incident practices.
• Facilitate cross-functional conversations to drive clarity, decisions, and next steps—especially in high-visibility situations.

• Bachelor's degree in Information Technology, Business Administration, or a related field (or equivalent related experience).
• Working knowledge of IT change management principles, frameworks, and best practices (ITIL or equivalent).
• 3+ years of experience in IT change management, IT operations, incident/problem management, or a related discipline.
• Demonstrated experience facilitating governance meetings or cross-functional review forums (e.g., CAB, operational reviews, incident reviews).
• Proven RCA experience using structured methodologies (e.g., 5 Whys, Fishbone/Ishikawa, fault tree analysis, or similar).
• Strong analytical and problem-solving skills, including the ability to interpret trends and operational data.
• Excellent written and verbal communication skills, including the ability to create clear, leadership-ready documentation and reporting.
• Strong organizational skills and attention to detail; ability to manage competing priorities in a fast-paced environment.

• ITIL v3 or v4 Foundation certification (or higher).
• Experience with ITSM platforms such as Service Now, Fresh service, Jira Service Management, or similar.
• Familiarity with hybrid cloud environments (AWS, Azure, GCP) and modern Dev Ops/CI/CD practices.
• Experience with reporting and visualization tools (e.g., Power BI, Tableau) and/or building dashboards for operational metrics.
• Background in infrastructure, operations, engineering, or technical support—enabling credibility and effectiveness with technical teams.
• Experience supporting compliance and audit activities related to change management controls.

• Community & Giving:
  Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes.
• Great Place to Work® Certified:
  Join a team recognized for an environment of innovation and growth.
• Collaborative Culture:
  Work alongside talented, passionate peers who value ownership and continuous learning.
• Competitive Compensation & Benefits:
  Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.

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