IT Engineer – Change Management / ITSM

Responsibilities:

• Lead and coordinate Change Advisory Board (CAB) meetings and manage the review and approval of IT change requests.

• Implement and maintain ITIL-based Change Management processes and standards.

• Review change requests submitted by infrastructure, application, security and other IT teams.

• Assess proposed changes for risks, business impact, dependencies and potential unintended consequences.

• Provide recommendations to reduce implementation risks and improve the probability of successful change implementation.

• Ensure change requests contain appropriate impact assessments, implementation plans, testing evidence, rollback plans and approvals before deployment.

• Follow up on action items and decisions arising from CAB meetings.

• Coordinate change-related communications, including planned downtime, implementation schedules and completion notifications to relevant stakeholders.

• Maintain and update the IT change management portal and ensure change records are complete and accurate.

• Monitor change management activities and identify opportunities to improve process efficiency and effectiveness.

• Review and maintain change management processes, templates, SOPs, guidelines and related documentation.

• Prepare regular reports on ITSM performance, SLA achievement, change success rates and other relevant service management metrics.

• Prepare progress reports for IT service management initiatives and present updates to management when required.

• Work closely with internal IT teams, business stakeholders and external vendors to coordinate change activities.

• Support Incident Management, Problem Management and other ITSM processes when required.

• Identify recurring change-related issues and recommend corrective or preventive actions.

• Support continuous improvement initiatives to enhance IT service quality, governance and operational efficiency.

• Ensure IT changes supporting business-critical and security-related systems are appropriately managed and documented.

Requirements:

• Bachelor's Degree in Computer Science, Information Technology, Management Information Systems (MIS) or a related discipline.

• Minimum 6 years of relevant IT experience, including 3–5 years of experience in IT service operations, ITSM or Change Management.

• Strong practical experience in Change Management, Incident Management and Problem Management.

• Good knowledge of ITIL and IT Service Management methodologies.

• Experience in facilitating or coordinating Change Advisory Board (CAB) meetings.

• Strong understanding of change risk assessment, impact assessment, implementation planning and change governance.

• Experience working with infrastructure, application, cybersecurity, network and operations teams.

• Strong stakeholder management and relationship-building skills.

• Excellent communication, negotiation and professional writing skills.

• Strong organisational and time-management skills.

• Ability to maintain accurate documentation and track multiple actions, changes and deliverables.

• Proficient in Microsoft Word, Excel and PowerPoint.

• Ability to work effectively in a fast-paced and changing environment.

• Proactive, adaptable and willing to take on new responsibilities and challenges.

• Strong analytical and problem-solving skills.

• Experience in security services, technology services, facilities management or other business-critical operational environments will be an advantage.

• ITIL Foundation certification or higher is preferred.

• ITSM, Change Management or related professional certification will be an advantage.

• Experience with enterprise ITSM platforms and change management tools will be an advantage.