Global ITSM (Change Analyst)

ibex. is seeking a Change Analyst to support enterprise-wide change management initiatives, ensuring alignment with ITIL best practices and internal organizational standards. In this role, you will be responsible for overseeing and coordinating changes to the enterprise infrastructure including additions, modifications, and removals to ensure they are thoroughly planned, effectively implemented, and cause minimal disruption to business operations and revenue.

At ibex., you’ll thrive in a fast-paced, collaborative environment, working closely with cross-functional teams while gaining hands-on experience with IT Service Management (ITSM) frameworks. We prioritize continuous learning and offer clear pathways for career growth and development within our global organization.

Responsibilities

• Analyze, plan, and facilitate all enterprise-wide changes in accordance with company protocols and departmental SLAs.
• Review and validate change requests, ensuring proper documentation, risk assessment, and alignment with organizational requirements.
• Coordinate and collaborate with cross-functional teams to gather insights, plan changes effectively, and mitigate risks.
• Monitor and maintain the change management database server, ensuring accuracy, integrity, and functionality.
• Conduct and moderate the weekly Change Review Calls to review, assess, and approve changes.
• Develop and deliver custom reports tailored to business requirements.
• Manage projects of varying scope and complexity while ensuring adherence to timelines and standards.
• Provide on-call support during non-business hours, weekends, and holidays as required.
• Continuously identify areas of improvement in the change management process and recommend corrective measures where necessary.
  
  

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 0–1 year of professional experience in IT, change management, or a related domain.
• Strong communication (verbal, written, and presentation) and interpersonal skills.
• Ability to lead and coordinate diverse groups while maintaining focus on deliverables.
• Strong problem-solving and analytical skills with the ability to prioritize tasks under pressure.
• General technical knowledge in IT infrastructure, telecommunications, and mobile access technologies.
• Demonstrated willingness to learn and grow ITSM knowledge and practices.
• Flexibility to work unconventional shifts, including on-call, after-hours, and weekends.
• Eastern Standard Time schedule, with availability for on-call, after-hours, and weekend support as needed.