Lenovo

Role Overview

The Change Management Intermediate Analyst plays a key role in service delivery operations, supporting and executing ITIL/ITSM Change Management processes.

This role is responsible for ensuring that all changes to IT services and infrastructure are properly assessed, approved, implemented, and reviewed in a controlled manner to minimize risk and business impact.

Key Responsibilities

• Ensure all changes are accurately logged, categorized, and maintained in the ITSM system
• Review and validate Requests for Change (RFCs) for completeness, risk, impact, priority, and compliance
• Coordinate approvals with Change Managers and stakeholders, including participation in Change Advisory Board (CAB) meetings
• Assign and track changes across internal teams and external resolver groups
• Ensure implementation, rollback, and communication plans are properly documented
• Monitor ongoing changes to ensure compliance with SLAs, OLAs, and approved change windows
• Communicate change status to Service Desk, technical teams, and business stakeholders
• Identify failed or high-impact changes and support Post-Implementation Reviews (PIRs)
• Analyze change data to identify trends, risks, and opportunities for improvement
• Collaborate with Incident, Problem, and Release Management teams
• Support documentation and standard change procedures in partnership with Knowledge Management
• Escalate risks, process deviations, or major impacts to appropriate stakeholders

Key Skills & Competencies

• Strong verbal and written communication skills
• Solid understanding of ITIL/ITSM processes, particularly Change Management
• Ability to assess technical and business impact of changes
• Intermediate knowledge of enterprise IT environments (hardware, software, infrastructure)
• Strong organizational skills with attention to detail
• Ability to collaborate and build relationships across teams
• Understanding of how changes impact overall service stability and performance

Experience & Qualifications

Experience

• 2–5 years of experience in IT or service management environments
• Experience in roles such as Change Management, Service Desk, Service Delivery, or Infrastructure support

Education

• Undergraduate degree in an IT-related discipline, or
• Technical high school diploma with relevant IT certifications

Certifications

Required

• ITIL Foundation

Preferred

• ISO 20000 Foundation (or equivalent)