Overview
The Information Technology Infrastructure Library Analyst – Change & Incident Management ensures the stability, reliability, and controlled evolution of Carenet’s enterprise IT environment by governing incident response, change management, and IT service management processes aligned with ITIL best practices.
This role drives operational discipline by ensuring incidents are resolved efficiently, service disruptions are minimized, and all production changes are properly assessed, approved, and executed with minimal risk. By partnering closely with infrastructure, cloud, application, and security teams, the ITIL Analyst improves service transparency, reduces operational risk, and strengthens ITSM maturity across the organization.
Responsibilities
Govern end-to-end incident management processes by ensuring incidents are properly logged, categorized, prioritized, and resolved within SLA targets.
Lead Major Incident Management (MIM) processes, including facilitating bridge calls, coordinating cross-functional response, and providing clear executive communications.
Monitor incident queues and performance metrics to proactively identify risks to SLA adherence and service restoration timelines.
Conduct post-incident reviews (PIRs) to identify root causes, document findings, and drive corrective actions to prevent recurrence.
Analyze incident trends and recurring issues to support problem management initiatives and improve service stability.
Govern the Change Advisory Board (CAB) process, ensuring structured review, approval, and prioritization of all production changes.
Review Requests for Change (RFCs) for completeness, risk, business impact, and rollback readiness prior to approval.
Coordinate and schedule production changes to minimize service disruption and align with operational priorities.
Maintain and communicate the enterprise change calendar to ensure visibility and coordination across IT teams.
Track and report on change performance metrics, including success rates, failed changes, and change-related incidents.
Ensure adherence to ITIL-aligned processes across incident, change, and problem management functions.
Maintain and enhance ITSM documentation, including runbooks, procedures, and governance standards.
Partner with engineering and operations teams to improve support processes, operational readiness, and service reliability.
Deliver training and guidance to Help Desk teams on incident management processes, including leading after-hours incident bridges.
Produce regular operational reports on incident trends, major incidents, service availability, and change performance.
Provide data-driven insights and recommendations to IT leadership to improve service quality, reduce risk, and enhance ITSM maturity.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Three to five years of experience in IT Service Management, including incident and change management processes.
Strong understanding of ITIL frameworks and best practices, with demonstrated application in enterprise environments.
Hands-on experience managing incident response, major incident processes, and change governance activities.
Minimum of three years of experience working with ServiceNow, including ITSM modules and service catalog configuration.
Experience operating in high-availability, enterprise IT environments with complex infrastructure.
Strong communication skills with the ability to coordinate cross-functional technical teams and communicate with leadership.
Proven ability to analyze operational data, identify trends, and drive continuous improvement initiatives.
Strong organizational and time management skills with the ability to manage multiple priorities simultaneously.
Experience supporting cloud or hybrid infrastructure environments.
Familiarity with regulated environments such as HIPAA, HITRUST, SOC 2, or PCI preferred.
ITIL v4 Foundation certification required or strongly preferred.
ServiceNow Administrator Fundamentals certification preferred.
Ability to work flexible schedules, including nights or weekends, to support critical incident response when needed.
