IT Configuration and Change Business Analyst
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Summary
Business analyst supporting IT Operations: maintains and audits configuration items in the CMDB and coordinates the lifecycle of Normal, Standard, and Emergency changes — quality checks, risk validation, change calendar, CAB materials, and PIR tracking. Centers on ITIL processes, ServiceNow/ITSM tooling, M365, and PowerBI.
· The Configuration Analyst & Change Coordinator is responsible for supporting the governance, quality, and operational execution of Configuration Management (CMDB) and Change Management processes.
· This role ensures the integrity, accuracy, and compliance of configuration data while coordinating and controlling the lifecycle of IT changes to minimize risk, disruption, and service impact.
· The position plays a critical control function within IT Operations and works closely with infrastructure, application, security, risk, and audit teams.
Key Tasks & Responsibilities
- Configuration Management Support:
·Assist in documenting and maintaining configuration items (CIs) in the Configuration Management Database (CMDB).
·Work closely with Configuration Managers to ensure accurate records of hardware, software, and related components.
·Help baseline the current set of CIs and ensure they are properly documented and controlled.
·Track changes to configuration items, ensuring updates are accurately reflected in the CMDB.
·Collaborate with stakeholders to verify and validate CI information, maintaining data integrity.
·Assist Change Managers in assessing the impact of proposed changes on configuration items.
·Provide support in identifying related configuration items affected by change requests.
·Help ensure that changes are properly documented and recorded in the CMDB.
·Assist in verifying and auditing changes to configuration items to ensure accuracy and compliance.
- Change Management Support:
·Coordinate the lifecycle of Normal, Standard, and Emergency Changes
·Perform quality checks on change submissions (risk, impact, backout plan, testing evidence)
·Validate risk scoring accuracy based on defined methodology
·Validate completeness before TRB and CAB review
·Maintain the enterprise change calendar
·Identify scheduling conflicts and risk overlaps
·Prepare CAB materials and documentation
·Track Post-Implementation Reviews (PIRs)
·Monitor change success rate and documentation compliance
·Escalate high-risk or non-compliant changes to the Change Manager
- Continuous Improvement:
·Participate in continuous assessment of Configuration Management processes and practices.
·Identify areas for improvement and provide input to enhance the efficiency and effectiveness of configuration management activities.
·Collaborate with team members to implement approved improvements and changes.
·Stay updated on industry best practices and trends in Configuration Management to contribute to process enhancement efforts.
·Identify opportunities and implement plans to incorporate AI tools and efficiencies.
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
- 2+ Years experience supporting configuration and change management environment, requirements gathering, and documentation.
- Experience with the ITIL processes: configuration, change, release, production migration.
- Knowledge of Change Management principles and practices.
- Knowledge of Configuration Management principles and practices.
- Familiarity with Configuration and Change Management tools and databases, such as ServiceNow.
- Knowledge of IT infrastructure and support.
- Experience developing, writing and implementing SOPs.
- Strong attention to detail and organizational skills.
- Good communication and interpersonal skills.
- Ability to work effectively in a team environment.
- Strong experience with Microsoft M365 Suite, PowerBI.
- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC, Jira Service Management)
- Eagerness to learn and adapt to evolving technologies and processes.
- Excellent coordination and follow-up skills
- Ability to challenge and enforce governance standards diplomatically
- Strong stakeholder communication skills
Certifications
- ITIL Foundation v4 Certification (required)
Security Clearance
- Public Trust Moderate (Tier 2)
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
- May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.
- May require lifting and carrying heavy equipment.
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@cwsc.com
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