Job Description

Analyst Service Mgmt - IZ08BE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

The IT Change & Release Management Operations Analyst provides 24x7 operational support for enterprise Change and Release Management. The role focuses on execution discipline, ECAB readiness, ServiceNow Change integrity, and cross‑LOB coordination to modernize Change Operations through automation and GenAI‑enabled insights.

This is a hands‑on operational role critical to maintaining service stability during global change and release windows.

Key Responsibilities

• Execute day‑to‑day Change Operations ensuring consistent governance and audit readiness
• Prepare, coordinate, and run ECABs for major and high‑risk changes; validate risk, mitigation, rollback plans, and SME technical sign‑off
• Maintain centralized Change documentation, including workflows, RACIs, playbooks, and pre‑approved change criteria
• Govern pre‑approved change templates, enforcing eligibility, access controls, and periodic validation
• Coordinate federated releases across LOBs; identify, track, and manage cross‑LOB dependencies
• Ensure all change and release activity is accurately recorded and traceable in ServiceNow
• Perform change recertification, data quality checks, and compliance validations
• Produce operational dashboards and summaries covering change risk, readiness, non‑compliance, and KPIs
• Support automation and GenAI initiatives to reduce manual effort, improve data quality, and enhance leadership visibility

Required Qualifications

• ITIL® Foundation or higher (ITIL 4 preferred)
• Familiarity with ITIL‑aligned Change and Release Management practices
• Experience supporting regulated or audit‑sensitive environments
• ServiceNow certification (e.g., CSA or ITSM implementation experience)

• Experience supporting or running ECABs for complex or high‑risk changes
• Ability to assess and validate change risk, mitigation, and contingency plans with technical SMEs
• Experience coordinating releases and dependencies across multiple teams or LOBs
• Strong operational documentation and communication skills
• Experience applying automation and/or GenAI to IT operations or ITSM processes
• Comfortable working in a fast‑paced, high‑visibility, global operations environment
• Willingness to work rotational shifts to support follow‑the‑sun coverage

What Success Looks Like

• Seamless 24x7 Change Operations coverage with strong governance and controls
• High‑quality ECAB execution and strong ServiceNow data integrity
• Reduced change‑related risk and execution issues
• Increased automation and GenAI adoption within Change Operations
• Strong partnership with onshore Change, Release, and leadership teams

This role will have a Hybrid work schedule, with the expectation of working in an office 3 days a week

Candidates must be authorized to work in the US without company sponsorship. The company will not support the STEM OPT I-983 Training Plan endorsement for this position.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$72,000 - $108,000

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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