# Senior Lead Associate - ITSM Change Management **Company**: Davies **Location**: Viman Nagar, Maharashtra **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Technology **Apply**: https://davies.pinpointhq.com/en/postings/78c9edd9-ce2a-4103-a8fe-a1853a08cab4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_dddc739c-ee7 ## Description We are seeking a Senior Lead Associate - ITSM Change Management to join our team in Pune. As a senior practitioner, you will work closely with the Senior Change Manager / Process Owner, applying established policy, decision rights, risk models and governance standards while managing change assessment, scheduling, CAB activity, control evidence and operational reporting. ## Key Responsibilities - Execute the global Change Enablement process in accordance with the policy, controls, RACI and standards set by the Senior Change Manager / Process Owner. - Review Standard, Normal and Emergency change records for completeness, appropriate categorization, risk and business-impact assessment, implementation and validation plans, test evidence, rollback or remediation plans, CI/service linkage and accountable ownership. - Coordinate and facilitate CAB, change review and emergency authorization activities for the assigned APAC, UK and NAM windows; prepare agendas, surface decisions required, record conditions and ensure actions are followed through. - Manage the change calendar for the assigned scope, identify collisions, dependencies, blackout or critical business periods, and engage release, deployment, service and technical teams to resolve scheduling risks. - Apply defined authorization pathways and segregation-of-duties controls; escalate high-risk, unusual, policy-exception or inadequately evidenced changes to the Senior Change Manager / Process Owner or designated authority. - Monitor implementation readiness and closure quality, ensuring outcome, validation, failure, rollback and review evidence is captured accurately in ServiceNow. - Coordinate post-implementation reviews for failed, backed-out, emergency or materially impactful changes and ensure improvement actions are linked to Incident, Problem or Continual Improvement activities where relevant. - Produce operational reporting on change success, failure, emergency usage, approval aging, lead time, unauthorized change, change-related incidents, PIR completion and data quality; explain exceptions and trends to the process owner. - Maintain accurate ServiceNow Change Management records, models, templates, approvals, conflict information, calendars and dashboards from a functional-user and process-control perspective. - Engage applications, infrastructure, cloud, network, cybersecurity, service desk, business operations and suppliers to clarify risk, dependencies, implementation ownership and customer or policyholder impact. - Support the Senior Change Manager / Process Owner with audits, control evidence, process health checks, standard-change reviews, documentation updates and the prioritized improvement backlog. - Identify practical opportunities for standardization and automation, document requirements and support testing and adoption without acting as the ServiceNow developer. - Provide guidance to change requestors and junior analysts on risk assessment, record quality, governance expectations and effective use of ServiceNow. ## Skills, Knowledge & Expertise ### Mandatory: - Total professional experience: up to 10 years, with substantial relevant experience in enterprise Change Management / Change Enablement. - Demonstrated experience reviewing and governing Standard, Normal and Emergency changes in a complex enterprise environment. - Practical experience facilitating CAB or equivalent change-governance forums, managing change calendars and identifying risk, impact, collision and dependency concerns. - Experience using ServiceNow Change Management for record review, approvals, scheduling, conflict information, reporting and control evidence. - Experience coordinating across multiple technology towers, suppliers and global stakeholders in APAC- UK- or NAM-aligned service windows. - Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline. ### Preferred: - Experience in a GCC, shared-services or multinational environment and in insurance, financial services or another highly regulated industry. - Exposure to audit evidence, release/deployment coordination, operational resilience or change automation. - ITSM/process expertise: strong knowledge of ITIL 4 Change Enablement and its interfaces with Incident Management, Problem Management, Service Validation and Testing, Release Management, Deployment Management, Service Configuration Management and Continual Improvement. - Technical/platform capability: strong functional use of ServiceNow Change Management, including change types/models, risk assessment, approvals, calendar, conflicts, CI/service context, closure, dashboards and data quality. - Risk judgement: recognizes weak evidence, unclear ownership, inadequate rollback plans, scheduling conflicts and disproportionate operational or customer risk, and escalates them appropriately. - Governance and communication facilitate structured forums, records clear decisions and communicates change implications to technical, service and business stakeholders. - Analysis and improvement interpret change outcomes and exceptions, supports root-cause learning and recommends targeted control or workflow improvements. - Up to 10 years of total professional experience with credible enterprise Change Management / Change Enablement experience. - Hands-on governance of Standard, Normal and Emergency changes, including risk and impact review, scheduling, authorization support and post-implementation review. - Strong ServiceNow Change Management functional-user experience and disciplined record/data-quality standards. - Ability to work closely with the Senior Change Manager / Process Owner, execute established global controls and escalate exceptions with clear evidence. - Ability to facilitate CAB and engage global business, technology and supplier stakeholders constructively. - Willingness and ability to work the defined UK- and NAM-aligned shifts. - Evidence of improving change quality, control adherence, reporting or process efficiency. ### Certification if any - ITIL 4 Foundation, ITIL 4 Intermediate would be beneficial - Relevant ServiceNow training or certification is advantageous where it demonstrates functional Change Management capability. - Release, project, risk, audit or Agile/DevOps qualifications are differentiators when supported by relevant experience. ## Skills ### Required - ITIL 4 Change Enablement - ServiceNow Change Management - Change Management - CAB - Risk Assessment - Governance - Communication - Analysis ### Nice to have - GCC - Shared-services - Multinational Environment - Insurance - Financial Services - Highly Regulated Industry - Audit Evidence - Release/Deployment Coordination - Operational Resilience - Change Automation --- Source: [Apply at davies.pinpointhq.com](https://davies.pinpointhq.com/en/postings/78c9edd9-ce2a-4103-a8fe-a1853a08cab4?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)