Company Description
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
Job Description
Role Overview
The Change Analyst supports the execution and governance of Change Management processes within a global ITSM environment. This role ensures that changes are properly assessed, approved, scheduled, and implemented with minimal risk while maintaining process discipline and compliance. The role works closely with the Change & Release Manager and cross-functional teams to support CAB operations, reporting, and continuous improvement.
Key Responsibilities
-
Review and assess change requests for completeness, risk, and impact.
-
Support and facilitate CAB and ECAB meetings, ensuring structured decision-making.
-
Maintain any Pre-CAB meeting requirements to ensure ticket compliance
-
Ensure changes follow defined policies, approval frameworks, and scheduling standards.
-
Assist in maintaining Change related training and documentation.
-
Work with change coordinators to ensure effective ticketing and documentation is in place.
-
Coordinate change scheduling to minimize conflicts and business disruption.
-
Monitor change progress and ensure proper documentation and communication.
-
Support post-implementation reviews and track corrective actions.
-
Ensure alignment between Change, Incident, Problem, and Release processes.
-
Track and report on change KPIs, including success rates and compliance.
-
Identify process gaps and recommend improvements.
-
Conduct post-implementation reviews and ensure corrective actions are tracked to closure.
-
Highlight areas where potential improvements or automation could be put into place.
Required Knowledge & Skills
-
Strong knowledge of Change Management within ITIL frameworks.
-
Knowledge of utilizing risk assessment, impact analysis, scheduling, and dependency.
-
Hands on Experience with ServiceNow Change Management modules.
-
Strong coordination and communication skills.
-
Ability to enforce governance while enabling delivery.
-
Knowledge on when to escalate to avoid service disruptions while following policy
-
Experience working with audit focused environments.
Qualifications
Qualifications
-
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
-
5+ years of experience in Change Management or equivalent ITIL-based IT Service Management processes
-
5+ years of hands-on experience with ServiceNow in an enterprise environment.
-
ITIL v3 or ITIL 4 certification required.
-
Equivalent experience in project or implementation development.
Preferred Qualifications & Skills
-
Experience with Release Management either through support or direct management
-
Experience using SharePoint for process documentation and knowledge management.
-
Exposure to DevOps, CI/CD pipelines, or Agile delivery models.
-
Experience in peak-season, or business-critical release windows and process development around those periods.
-
Experience with automation or continuous improvement initiatives.
-
Experience in Dashboard development with Grafana
-
Experience in Software development, SCRUM management, Scaled Agile Planning, or SaFE
