Change Management Coordinator

The Change Coordinator is responsible for managing and coordinating all change management activities across IT services, ensuring that all changes to systems, infrastructure, and processes are efficiently and effectively handled with minimal risk and disruption to business operations. This role involves validating, tracking, and communicating all change requests through the Service Management (SM) tool, managing Change Advisory Board (CAB) meetings, and maintaining comprehensive change reports and dashboards.

• Handle and process all incoming Change Requests (CRs) via the Service Management (SM) tool.
• Validate all four types of changes —
  Normal, Standard, Emergency, and Unplanned Changes — in accordance with established policies and procedures.
• Conduct pre-checks for completeness, risk, and impact assessment before submission to Change Approvers.
• Reject or return change requests if information is incomplete or requires additional details.

• Coordinate with Change Owners, Approvers, Implementers, and the Change Manager throughout the entire change lifecycle.
• Follow up with approvers to ensure timely approval and implementation of changes.
• Maintain proactive communication with all stakeholders on the status and progress of change requests.

• Monitor dashboards within the SM tool to track change activities and compliance.
• Generate and manage regular reports, including:
• Daily Change Report
• CAB Meeting Minutes of Meeting (MOM) and Reports
• TCAB and DCAB Reports
• Post Implementation Review (PIR) Report
• FSC Report
• Power BI Dashboards and Reports

• Manage CAB schedules and logistics, ensuring all stakeholders are informed and prepared.
• Host weekly CAB meetings (every Tuesday) to review, approve, or monitor the status of changes.
• Document and distribute CAB meeting outcomes and follow-up actions.

• Conduct and document PIRs for implemented changes to evaluate success, identify lessons learned, and ensure continuous improvement in the change management process.

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 4–6 years of experience in IT Service Management (ITSM), with at least 2–3 years in a change coordination or change management role.
• Technical
  
  Skills:
  
  
• Proficiency in ITSM/SM tools (e.g., Service Manager, Service Now, BMC Remedy, or similar).
• Strong understanding of ITIL processes, particularly Change, Incident, and Problem Management.
• Experience with dashboard and report generation tools (e.g., Power BI, Excel).
• Soft Skills:
• Excellent communication and stakeholder management abilities.
• Strong attention to detail, organizational, and analytical skills.
• Ability to work under pressure and manage multiple priorities.

• ITIL v4 Foundation Certification or higher.
• Experience hosting CAB meetings and working in a large, complex IT environment.
• Knowledge of risk assessment and impact analysis methodologies.

• Timely processing and approval of change requests.
• Accuracy and completeness of change documentation.
• Reduction in change-related incidents or rollbacks.
• Compliance with change management SLAs and audit requirements.

Associate

Full-time

Information Technology

IT Services and IT Consulting