IT Change & QA Management Specialist

The IT Change & QA Management Specialist is responsible for governing and assuring the effectiveness of the organization's IT Change Management process within an ITIL-aligned environment. The role ensures that technology changes are appropriately assessed, documented, tested, approved, and implemented while minimizing operational risk and maintaining service stability. Working closely with IT teams, project managers, business stakeholders, and external vendors, the specialist will monitor compliance, perform quality assurance reviews, drive process improvements, and promote best practices across the IT change lifecycle. Key Responsibilities - Govern and provide independent quality assurance over IT changes across all IT functions and external vendors. - Ensure compliance with IT Change Management policies, governance standards, and ITIL best practices. - Review change requests to verify appropriate categorization, risk assessment, impact analysis, testing, approvals, and implementation planning. - Validate that rollback and back-out procedures are documented and tested where required. - Monitor adherence to change approval authorities and escalation procedures. - Perform periodic audits and quality reviews of change records to ensure completeness, accuracy, and compliance. - Identify process gaps, control weaknesses, and non-compliance issues, and recommend corrective actions. - Ensure Post-Implementation Reviews (PIRs) are completed and lessons learned are documented. - Monitor emergency and high-risk changes to ensure appropriate governance and retrospective reviews. - Assess operational, technical, and business risks associated with proposed IT changes. - Ensure external vendors comply with internal IT Change Management standards. - Develop and present change management dashboards, KPIs, compliance reports, and trend analyses. - Monitor change success rates, failed changes, change-related incidents, and SLA performance. - Drive continuous improvement initiatives to enhance change governance, service stability, and operational maturity. Requirements: - Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field. - Minimum of 2 years of experience in IT Change Management, IT Service Management, IT Operations, or IT Project Management. - ITIL Foundation certification is required or highly preferred. - Strong understanding of IT Change Management processes within an ITIL environment. - Experience using IT Service Management (ITSM) platforms such as Freshservice, ServiceNow, Jira Service Management, BMC Remedy, or equivalent. - Experience performing risk assessments, compliance reviews, and process governance. - Strong analytical, reporting, and documentation skills. - Excellent communication and stakeholder management abilities. Preferred Qualifications - ITIL Managing Professional or Intermediate certification. - Certifications in Change Management, Service Management, Quality Management, COBIT, ISO 20000, ISO 27001, PMP, or PRINCE2. - Experience within regulated industries such as aviation, banking, healthcare, or telecommunications. Knowledge & Skills - IT Change Management - ITIL - IT Service Management (ITSM) - Freshservice - ServiceNow - Change Governance - Quality Assurance - Risk Assessment - Process Improvement - KPI Reporting - Audit & Compliance - Root Cause Analysis - Stakeholder Management