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Job Description
Role: Change Coordinator Location: Remote, no travel required Work Schedule: Full-time, availability may be needed around scheduled changes and urgent expectations Duration: 1 year to start Rate: $43.87-$56.74/hour W2, dependent on skills and qualifications
Job Summary The Change Coordinator exists to administer and coordinate the enterprise IT Change Management process so production changes are appropriately reviewed, authorized, scheduled, communicated, and closed with minimal disruption to business services. The role leads day-to-day change governance, chairs the weekly Change Advisory Board (CAB), validates process and control requirements in ServiceNow, and works across IT and business teams to reduce change-related risk, outages, rework, and unauthorized change.
Duty or Area of Responsibility - 30% - Change review, authorization, and scheduling. Review Standard, Normal, and Emergency changes for completeness, required approvals, planned timing, maintenance-window alignment, implementation/backout/validation plans, testing evidence, affected configuration items, and business ownership. Exercise authority to hold, return, or schedule changes based on documented requirements and approved exceptions.
- 25% - CAB leadership and governance. Prepare the weekly CAB agenda and supporting materials; prioritize discussion based on state, risk, impact, and implementation date; chair/facilitate CAB; document decisions, conditions, and follow-up actions; and schedule approved Normal changes after the meeting.
- 20% - Process control and compliance. Apply Change Management controls, including segregation-of-duties and SOX-related requirements; verify that required records are complete; review implemented changes before closure; maintain an auditable record of approvals and decisions; and escalate policy exceptions or material risk to the Change Management Process Manager and appropriate leaders.
- 15% - Stakeholder communication and operational support. Communicate status, requirements, decisions, and scheduling constraints to change requesters, change owners, business owners, technical teams, service owners, and IT leadership. Provide practical guidance on ServiceNow workflow, approvals, CAB readiness, emergency changes, and exceptions.
- 10% - Reporting and continuous improvement. Monitor change activity and trends such as success rates, expedited or unauthorized changes, exceptions, changes outside maintenance windows, and change-related incidents. Identify recurring issues, recommend improvements, and help maintain job aids, process guides, dashboards, training, and backup procedures.
Job Scope Enterprise IT production-change governance across applications, infrastructure, networks, security, platforms, and related technology services. Its operational scope includes weekly CAB activity, typically about 10–30 changes per meeting, and ongoing review/scheduling of Standard, Normal, and Emergency changes. The role has authority within the approved process to require corrections, additional approvals, or escalation before a change is scheduled.
Education Required - 4-year degree preferred, or equivalent relevant experience
Required Experience, Knowledge, and Skills - 3–5 years of relevant experience in IT service management, change enablement/change management, IT operations, service delivery, governance, or a related field; equivalent combinations of education and experience may be considered.
- Working knowledge of IT Change Management practices, including Standard, Normal, and Emergency changes; approvals; maintenance windows; risk and impact assessment; implementation, backout, and validation planning; and post-implementation review.
- Hands-on proficiency with ServiceNow Change Management or a comparable ITSM platform, including workflow states, approvals, tasks, configuration items, dashboards, reporting, and audit history.
- Ability to lead CAB meetings, evaluate readiness, identify conflicts or missing controls, document decisions, and communicate requirements clearly to technical and business stakeholders.
- Knowledge of production operations, incident/problem relationships, configuration management concepts, segregation of duties, and audit/control expectations. Familiarity with SOX-controlled environments is preferred.
- Strong organization, prioritization, facilitation, written communication, attention to detail, sound judgment, and the ability to manage time-sensitive work across multiple teams without direct authority.
- Ability to analyze metrics and recurring process failures, translate findings into practical improvements, and maintain clear process documentation and training materials.
Key Decision-Making and Accountability - Determine whether a change record contains the required information and approvals to proceed within the documented process.
- Return or hold incomplete or noncompliant changes and identify the corrective action or approval needed.
- Schedule changes after required reviews and approvals, while recognizing and escalating conflicts, exceptions, and business risk.
- Lead CAB discussion and accurately document approvals, conditions, rejections, and unresolved concerns.
- Escalate material process violations, unauthorized changes, high-risk conflicts, and recurring control failures to the Change Management Process Manager and applicable IT leadership.
- Protect process integrity while balancing business urgency, production stability, auditability, and customer impact.
Essential Functions - Perform sustained computer-based work, including review of detailed ServiceNow records, dashboards, reports, email, and meeting materials.
- Facilitate virtual and/or in-person meetings and communicate effectively with technical and nontechnical participants.
- Manage multiple priorities and time-sensitive decisions, including work associated with emergency or expedited production changes.
- Maintain accuracy and attention to detail when reviewing approvals, dates, plans, controls, and audit evidence.
- Work in a standard office or remote-work environment. Reasonable accommodations may be provided for qualified individuals.
Success Measures - Process quality - Changes are reviewed consistently and required approvals, plans, testing, ownership, and timing are documented before scheduling.
- CAB effectiveness - Agendas are accurate and timely; meetings are well facilitated; decisions and conditions are clearly recorded and followed through.
- Production stability - Change-related incidents, failed changes, unauthorized changes, and preventable scheduling conflicts trend downward or remain within established targets.
- Compliance and auditability - Change records provide complete, traceable evidence of controls, decisions, approvals, scheduling, and closure.
- Stakeholder service - Requesters and owners receive timely, clear, and actionable guidance, including during urgent or exception scenarios.
- Continuous improvement - Metrics and recurring issues result in updated procedures, training, automation, or governance improvements.
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