Lead Change, Release and Deployment Analyst

Position Purpose

The Change Enablement Lead is a senior individual contributor responsible for supporting the daily execution, consistency, and quality of the enterprise Change Enablement process. The Lead provides operational direction to Change Managers, oversees assigned work and service levels, performs complex change reviews, and serves as an escalation point for questions involving policy, risk, implementation readiness, and governance requirements.

This role requires strong knowledge of Change Enablement practices and ServiceNow. The Lead helps translate leadership direction into consistent daily execution, strengthens team capability through coaching and knowledge sharing, and provides management with visibility into workload, quality, risks, and operational concerns.

Provide daily operational leadership for Change Enablement review queues, coordinating work assignments and adjusting priorities based on operational needs and leadership direction.

Monitor workload, aging, service levels, deadlines, and coverage using ServiceNow data, and provide continuity during periods of increased workload or team-member absence.

Review and assess complex or escalated production changes for completeness, risk, business and service impact, implementation readiness, scheduling conflicts, dependencies, validation, and recovery planning.

Verify that change records comply with Change Enablement policies, controls, and governance requirements for Normal, Standard, Expedited, and Emergency Changes, including maintenance windows, change freezes, heightened-awareness periods, and lead times.

Work with change owners and technical teams to resolve incomplete or inconsistent information, and confirm that implementation, testing, validation, communication, and recovery plans are documented before implementation.

Serve as an escalation point for Change Managers on complex reviews, policy interpretation, and stakeholder questions, providing accurate and consistent process guidance.

Escalate situations requiring a policy decision or exception, and unresolved readiness, compliance, stakeholder, or operational concerns, to management.

Provide day-to-day coaching, training, and knowledge support to Change Managers, and support onboarding, development, and cross-training.

Perform quality reviews of completed work to identify errors, inconsistencies, coaching needs, and opportunities to improve review accuracy.

Develop and maintain job aids, operating procedures, training materials, and knowledge resources.

Coordinate post-implementation reviews for failed, backed-out, unauthorized, and incident-causing changes, and track corrective actions to closure.

Partner with Major Incident and Problem Management to identify changes linked to incidents and support root cause analysis.

Provide management with regular updates on completed work, outstanding items, risks, escalations, capacity concerns, and emerging trends.

Maintain review documentation and governance evidence to support reporting, audit, risk, and compliance requirements.

Lead or support assigned Change Enablement initiatives and process improvements.

Education/Experience

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and requires 5 – 7 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.