Change Coordinator

CBT; Riyadh; On-site; SAR 167,400 - 279,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Job summary

A leading IT Services provider based in Riyadh is seeking a Change Coordinator to manage and coordinate change management activities across IT services. The successful candidate will have a strong background in IT Service Management and ITIL processes. This role requires excellence in communication and stakeholder management, along with a Bachelor's degree in a related field. Ideal candidates will have experience using service management tools like ServiceNow and generating reports with Power BI. Competitive compensation offered.

Qualifications

• 3–6 years of experience in IT Service Management (ITSM).
• At least 2–3 years in a change coordination or change management role.
• Strong understanding of ITIL processes.

Responsibilities

• Manage and coordinate all change management activities across IT services.
• Track and communicate all change requests through the Service Management tool.
• Conduct and document Post Implementation Reviews for implemented changes.

Skills

Communication

Stakeholder Management

Attention to Detail

Organizational Skills

Analytical Skills

Ability to work under pressure

Education

Bachelor’s degree in computer science, IT, or related field

Tools

ServiceNow

Power BI

Excel

Job description

Overview

Department: IT Service Management / Change Management

Reports To: Change Manager

Role Summary: The Change Coordinator is responsible for managing and coordinating all change management activities across IT services, ensuring that all changes to systems, infrastructure, and processes are efficiently and effectively handled with minimal risk and disruption to business operations. This role involves validating, tracking, and communicating all change requests through the Service Management (SM) tool, managing Change Advisory Board (CAB) meetings, and maintaining comprehensive change reports and dashboards.

Responsibilities

1. Change Request Management
   • Handle and process all incoming Change Requests (CRs) via the Service Management (SM) tool.
   • Validate all four types of changes — Normal, Standard, Emergency, and Unplanned Changes — in accordance with established policies and procedures.
   • Conduct pre-checks for completeness, risk, and impact assessment before submission to Change Approvers.
   • Reject or return change requests if information is incomplete or requires additional details.
2. Coordination and Communication
   • Coordinate with Change Owners, Approvers, Implementers, and the Change Manager throughout the entire change lifecycle.
   • Follow up with approvers to ensure timely approval and implementation of changes.
   • Maintain proactive communication with all stakeholders on the status and progress of change requests.
3. Monitoring and Reporting
   • Monitor dashboards within the SM tool to track change activities and compliance.
   • Generate and manage regular reports, including:
     • Daily Change Report
     • CAB Meeting Minutes of Meeting (MOM) and Reports
     • TCAB and DCAB Reports
     • Post Implementation Review (PIR) Report
     • FSC Report
     • Power BI Dashboards and Reports
4. Change Advisory Board (CAB) Management
   • Manage CAB schedules, ensuring all stakeholders are informed and prepared.
   • Host weekly CAB meetings (every Tuesday) to review, approve, or monitor the status of changes.
   • Document and distribute CAB meeting outcomes and follow-up actions.
5. Post Implementation Review (PIR)
   • Conduct and document PIRs for implemented changes to evaluate success, identify lessons learned, and ensure continuous improvement in the change management process.

Required Skills and Qualifications

• Education: Bachelor’s degree in computer science, Information Technology, or a related field. (Relevant IT Background)
• Experience: 3–6 years of experience in IT Service Management (ITSM), with at least 2–3 years in a change coordination or change management role.
• Technical Skills:
  • Proficiency in ITSM/SM tools (e.g., Service Manager, ServiceNow, BMC Remedy, or similar).
  • Strong understanding of ITIL processes, particularly Change, Incident, and Problem management.
  • Experience with dashboard and report generation tools (e.g., Power BI, Excel).
• Soft Skills:
  • Excellent communication and stakeholder management abilities.
  • Strong attention to detail, organizational, and analytical skills.
  • Ability to work under pressure and manage multiple priorities.

Preferred Qualifications

• ITIL v4 Foundation Certification or higher.
• Experience hosting CAB meetings and working in a large, complex IT environment.
• Knowledge of risk assessment and impact analysis methodologies.

Key Performance Indicators (KPIs)

• Timely processing and approval of change requests.
• Accuracy and completeness of change documentation.
• Reduction in change-related incidents or rollbacks.
• Compliance with change management SLAs and audit requirements.

Client Requirements

• Candidate with an IT educational background
• Candidate with relevant experience in handling Infra and Apps Change roles and responsibilities
• Candidate with relevant ITIL certification – V4 or higher level
• Candidate who is based out of Riyadh and available