Senior Analyst, IT Change & Configuration Management

The Senior Analyst IT Change & Configuration Management is responsible for the governance administration execution and continual improvement of the organizations IT Change Management and Configuration Management processes.

This position oversees and coordinates the end-to-end IT Change Management lifecycle while supporting the integrity accuracy completeness and governance of Configuration Items (CIs) and their relationships within the Configuration Management Database (CMDB).

The Senior Analyst will report to the IT Change & Configuration Management Lead and work closely with cross-functional technology teams including Infrastructure Applications Network Cloud Database IT security Service Desk Enterprise Architecture and Managed Service Providers (MSPs).

KEY RESPONSIBILITIES

IT Change Management

• Administer coordinate and govern IT Change Management process for standard normal and emergency changes with established policies procedures and approvals.
• Review Change Requests for completeness accuracy and compliance including business justification implementation plans testing and validation plans risk and impact assessments rollback/back-out procedures dependencies and outage requirements.
• Evaluate proposed changes for operational technical security business and service impacts and ensure appropriate risk mitigation measures are documented.
• Facilitate and support Change Advisory Board (CAB) meetings including agendas review proposed changes documentation of decisions approval tracking and follow-up actions.
• Monitor change execution and maintain reporting on successful failed backed out cancelled emergency and unauthorized changes.
• Coordinate and document Post-Implementation Reviews (PIRs) for significant unsuccessful high-risk emergency or business-impacting changes and ensure corrective and preventive actions are appropriately tracked to completion.
• Identify recurring change-related incidents process deficiencies control gaps and opportunities to improve change quality and service stability.
• Ensure Change Management records approvals supporting documentation and audit evidence are complete accurate and retained.
• Promote adherence to Change Management policies standards procedures and control requirements across internal technology teams and third-party service providers.

Configuration Management / CMDB

• Support the governance and administration of the enterprise Configuration Management Database (CMDB) and associated processes.
• Maintain and improve the accuracy completeness integrity ownership and lifecycle status of application infrastructure network database cloud business service and other Configuration Items.
• Perform periodic CMDB audits reconciliation activities CI certifications and data-quality assessments to identify and remediate duplicate orphaned incomplete stale inaccurate or non-compliant CI records.
• Coordinate CI onboarding modification ownership transfer lifecycle updates relationship management and decommissioning in accordance with established Configuration Management standards.
• Maintain and validate CI relationships and service mappings to ensure business services applications infrastructure components and technical dependencies are accurately represented.
• Review implemented changes that require CMDB updates and ensure approved configuration changes are accurately and promptly reflected within the CMDB.
• Support automated discovery service mapping integrations reconciliation processes and other technologies used to populate and maintain CMDB information.
• Collaborate with CI owners application owners service owners technical teams and Managed Service Providers to resolve CMDB data-quality issues.
• Establish and reinforce compliance with CI naming conventions data standards mandatory attributes ownership requirements relationship standards certification schedules and other CMDB governance controls.
• Support initiatives to improve CMDB health configuration visibility service dependency mapping and overall data reliability.

ITSM Governance Reporting & Continuous Improvement

• Support broader IT Service Management (ITSM) processes and their integration with Change and Configuration Management including Incident Problem Asset Service Request Knowledge Service Level and related service management practices.
• Develop maintain and enhance operational dashboards Key Performance Indicators (KPIs) management reports and governance reporting for Change Management and CMDB performance.
• Monitor and analyze key measures including:
  • Change success and failure rates.
  • Backed out and cancelled changes
  • Emergency and Unauthorized changes
  • CAB and PIR effectiveness
  • CMDB health and completeness
  • CI data accuracy and certification compliance
  • Duplicate and orphaned CI records
  • CI relationship and service-mapping integrity
  • Timeliness of configuration updates
  • Process and policy compliance.
• Analyze operational trends recurring issues process gaps control weaknesses and data-quality concerns and recommend corrective or improvement actions.
• Identify opportunities for workflow optimization process standardization automation and integration across Change Management and Configuration Management processes.
• Develop maintain and periodically review policies procedures Standard Operating Procedures (SOPs) process flows work instructions governance documentation and supporting controls.
• Support internal and external audits and provide evidence required for applicable technology governance cybersecurity risk management regulatory and compliance.
• Partner with control owners auditors risk teams and technology stakeholders to address findings and implement sustainable remediation actions.
• Provide guidance training and subject-matter support to technology teams regarding Change Management practices CMDB standards documentation requirements risk assessments CI ownership and governance expectations.
• Promote continual service improvement through process enhancements improved stakeholder accountability increased automation and adoption of ITSM best practices.
• 
  

REQUIRED QUALIFICATIONS

• Bachelors degree in information technology Computer Science Information Systems Engineering or a related discipline or an equivalent combination of education and relevant professional experience.
• Minimum 3 years of IT Service Management experience including hands-on responsibility for IT Change Management and CMDB in an enterprise technology environment.
• Experience supporting CMDB processes including CI lifecycle management CI relationships reconciliation certification data-quality controls and governance.
• Experience using ServiceNow or a comparable enterprise ITSM and CMDB platform.
• General understanding of enterprise technology environments including applications infrastructure networking databases and cloud services.
• Experience developing operational reports dashboards KPIs metrics and management information used to evaluate process performance and compliance.
• Strong analytical problem-solving organizational documentation and process-management capabilities.
• Working knowledge of ITIL Change Enablement and Service Configuration Management.
• Demonstrated experience reviewing and governing Change Requests facilitating CAB processes and coordinating Post-Implementation Reviews.
• Strong interpersonal and stakeholder-management skills with the ability to work effectively across technical teams business stakeholders and external service providers.
• Ability to manage multiple priorities identify operational risks drive issue resolution and work effectively within a structured governance environment.
• Strong written and verbal communication skills with the ability to communicate technical and process requirements to both technical and non-technical audiences.

PREFERRED QUALIFICATIONS

• ITIL 3 or 4 Foundation certification
• ServiceNow certification such as Certified System Administrator (CSA) Certified Implementation Specialist (CIS) or a related ServiceNow credential.
• Hands-on experience with ServiceNow CMDB Discovery and Service Mapping.
• Experience supporting technology governance enterprise risk management internal or external audit regulatory compliance or Sarbanes-Oxley (SOX) control environments.
• Familiarity with public cloud platforms such as Amazon Web Services (AWS) Microsoft Azure or Oracle Cloud Infrastructure (OCI).
• Experience working with globally distributed technology organizations outsourced technology functions or Managed Service Providers (MSPs).
• Experience supporting CMDB maturity initiatives service mapping programs ITSM transformations or process automation initiatives.

KEY COMPETENCIES

Successful candidates should demonstrate:

• IT Service Management and ITIL process knowledge
• Change governance and operational risk management
• CMDB and configuration data governance
• Data quality management and analytical thinking
• Continuous improvement and process optimization
• Strong diligence and cross functional collaboration
• Effective written and verbal communication
• Problem-solving and root-cause analysis
• Ability to influence process compliance without direct authority

SUCCESS MEASURES

Performance in this role will be evaluated based on measurable improvements in the following:

• Timely completion of required Post-Implementation Reviews and corrective actions.
• Improved CMDB health accuracy completeness and certification compliance.
• Reduction in duplicate orphaned stale inaccurate and non-compliant CI records.
• Improved accuracy and completeness of CI relationships and service mappings.
• Timely incorporation of approved configuration changes into the CMDB
• Improved overall change success rates and service stability.
• Reduction in failed backed-out emergency and unauthorized changes.
• Successful completion of internal and external audit risk and compliance activities.
• Increased accountability among CI owners service owners technical teams and MSPs
• Improved quality and effectiveness of Change Management and CMDB reporting metrics.
• Demonstrable process improvements through standardization automation improved controls and continual service improvement.

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex national origin disability veteran status age sexual orientation gender identity or other protected characteristics.

SPE will consider qualified applicants with arrest or conviction records in accordance with applicable law.

Sony Pictures does not allow audio recording video recording or use of AI note-taking tools during interviews. Please be aware these tools may be enabled as a default and can be difficult to disable once the interview has started so we recommend you check your device and disable these tools prior to the start of your interview. If recording or the use of the tools occurs during the interview and cannot be promptly turned off or disabled the interviewer may end the interview.

To request an accommodation for purposes of participating in the hiring process you may contact us at