Job Description

Jewelers Mutual is seeking an experienced, detail-oriented Change Management Analyst to serve as a key contributor to our IT change governance and major incident review practices. This role owns the facilitation and administration of the Change Advisory/Approval Board (CAB), leads After Action Reviews (AARs) and Root Cause Analyses (RCAs) for significant incidents, and develops reporting that enables continuous improvement across Technology.

The ideal candidate brings a strong understanding of change management best practices (ITIL or equivalent), excellent facilitation and communication skills, and the ability to partner effectively with both technical and business stakeholders.

Why Jewelers Mutual

Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.

As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.

We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.

What You'll Do

Change Governance (CAB & Change Process)

• Chair and facilitate the Change Approval Board (CAB), ensuring changes are appropriately documented, reviewed, risk-assessed, approved, and scheduled prior to implementation.
• Maintain, communicate, and enforce change management policy, process, standards, and controls across Technology teams and environments.
• Own the change calendar and coordinate change timing to reduce risk, avoid conflicts, and minimize business impact.
• Ensure CAB decisions and change outcomes are captured accurately, consistently, and in a manner suitable for reporting and audit needs.

Major Incident Review (AAR/RCA)

• Lead After Action Reviews (AAR) and Root Cause Analysis (RCA) for major incidents that result in significant customer or business impact.
• Produce clear, actionable RCA documentation that identifies root causes, contributing factors, and lessons learned (technical and process-related).
• Drive accountability by tracking corrective and preventive actions (CAPA) through completion, escalating as needed, and validating closure evidence when appropriate.
• Identify recurring themes across incidents and failed changes, partnering with Technology leaders to address systemic issues.

Metrics, Reporting, and Continuous Improvement

• Develop, track, and publish regular operational metrics (e.g., change success rate, failed changes, incident trends, availability, repeat root causes).
• Translate data into concise, executive-ready reporting and insights that support decision-making and prioritization.
• Recommend and implement process improvements that increase effectiveness, reduce risk, and improve consistency across change and incident review practices.

Collaboration & Stakeholder Partnership

• Collaborate across Technology teams (infrastructure, operations, engineering, security, etc.) and business partners to support alignment, shared expectations, and consistent adoption of change/incident practices.
• Facilitate cross-functional conversations to drive clarity, decisions, and next steps—especially in high-visibility situations.

What You'll Bring

• Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent related experience).

• Working knowledge of IT change management principles, frameworks, and best practices (ITIL or equivalent).
• 3+ years of experience in IT change management, IT operations, incident/problem management, or a related discipline.
• Demonstrated experience facilitating governance meetings or cross-functional review forums (e.g., CAB, operational reviews, incident reviews).
• Proven RCA experience using structured methodologies (e.g., 5 Whys, Fishbone/Ishikawa, fault tree analysis, or similar).
• Strong analytical and problem-solving skills, including the ability to interpret trends and operational data.
• Excellent written and verbal communication skills, including the ability to create clear, leadership-ready documentation and reporting.
• Strong organizational skills and attention to detail; ability to manage competing priorities in a fast-paced environment.

Nice to Have

• ITIL v3 or v4 Foundation certification (or higher).
• Experience with ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, or similar.
• Familiarity with hybrid cloud environments (AWS, Azure, GCP) and modern DevOps/CI/CD practices.
• Experience with reporting and visualization tools (e.g., Power BI, Tableau) and/or building dashboards for operational metrics.
• Background in infrastructure, operations, engineering, or technical support—enabling credibility and effectiveness with technical teams.
• Experience supporting compliance and audit activities related to change management controls.

What We Offer You

• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes.
• Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.
• Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.

Accessibility and Accommodations

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com