Senior Systems Services and Support Analyst - ITSM Change Management
fidelity investmentsMerrimack (NH)
Senior Systems Services and Support Analyst - ITSM Change Management
Posted today
fidelity investmentsMerrimack (NH)
SENIORITY
Lead
About the role
Overview:
As Senior Systems Services and Support Analyst, you will advance ITSM with a focus on Enterprise Change Management to improve risk visibility and change quality across infrastructure teams. You will partner with engineering, incident, release, and operations teams to evaluate changes, mitigate risk, and enable reliable delivery. You will leverage data, automation, and AI to streamline processes and support continuous improvement. This role sits in Enterprise Infrastructure and Operations, shaping governance during major releases and high-risk events. You will contribute to a culture of operational stability and proactive problem solving.
Responsibilities:
Deliver ITSM Change Management activities for Enterprise Infrastructure and partners to meet service levels and KPIs Facilitate Enterprise and Business Unit Change Advisory Board (CAB) meetings and evaluate changes for impact and risk Review change plans, identify risks, dependencies, testing, rollback, and readiness requirements Collaborate with applications, mainframe, database, cloud, compute/server, storage, middleware, observability, security, and data-center teams to assess dependencies Analyze ITSM reporting and dashboards to surface change success rates, incidents, and post-implementation outcomes Identify trends from incident/problem data and support corrective actions related to change-induced issues Improve data quality, CAB preparation, automate recurring analysis, and reduce manual reporting Identify and implement AI/GenAI opportunities for change reviews, record quality, and governance activities Coordinate action plans with decisions, owners, dates, and progress tracking Support release-management activities during major releases and restricted-change periods Provide guidance on change planning, risk assessment, validation, and recovery readiness Support ongoing Change Management maturity through process improvements and automation
Key requirements:
4+ years in IT operations, infrastructure, service or change management, or related technical discipline Strong ITIL and ITSM knowledge with enterprise Change Management experience Working knowledge of data center and hybrid infrastructure (network, mainframe, compute/server, storage, database, cloud, middleware, admin tasks, dependencies) Ability to review technical change plans and discuss testing, monitoring, sequencing, rollback, and customer impact Proactive, takes initiative, accountable, and capable of driving solutions Experience with data, reporting, analytics, or automation tools such as ServiceNow, Power BI, Snowflake, Alteryx, Tableau, SQL, or Python Familiarity with observability/monitoring platforms like Datadog, Grafana, Splunk Experience with ServiceNow Change Management, Performance Analytics, or AI capabilities Experience using GenAI tools (e.g., Microsoft 365 Copilot) for analysis and automation Knowledge of prompt design and responsible AI practices analytical thinking proactive problem solving clear communication ServiceNow Power BI Snowflake
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