The Change Analyst is responsible for supporting IT Change Management and Configuration Management processes to ensure system changes are implemented smoothly with minimal disruption, while maintaining accurate and up-to-date CMDB data. The role reports to the Head of IT Operations & Vendor Management and works closely with the Head of ITSM.
Key Responsibilities
- Review, assess, and coordinate change requests based on risk, impact, and business priority.
- Ensure changes are properly approved, scheduled, tracked, and completed within maintenance windows and SLA requirements.
- Support post-implementation reviews and continuous improvement of change processes.
- Maintain CMDB accuracy by updating and validating Configuration Item (CI) data, relationships, and dependencies.
- Conduct CMDB audits and ensure data integrity across IT assets and services.
- Generate reports and metrics related to change success, failed/emergency changes, and CMDB health.
- Participate in CAB meetings and support audit/compliance activities.
Requirements & Skills
- Bachelor's degree in IT, Computer Science, or related field.
- ITIL Foundation certification required; intermediate ITIL certifications preferred.
- 2–4+ years of experience in ITSM, particularly Change Management and CMDB administration.
- Familiarity with ITSM tools such as ServiceNow or BMC Remedy.
- Understanding of enterprise IT infrastructure, IT asset management, and service dependency mapping.
- Strong analytical, documentation, coordination, and stakeholder communication skills.
- Must be able to support Indonesia business hours and public holidays.
