Change Operations Analyst

Bank of America; Pennington (TX); On-site; USD 92,000 - 160,000; Full time

Benefits offered by this job

Benefits eligible

Annual discretionary incentive

Job summary

Bank of America in Pennington, NJ is seeking a change-management professional to lead day-to-day activities for the assigned team, delegating work, supervising processes, and guiding sub-teams. You will manage on-call schedules and mentor teammates, translating complex technical issues into clear updates for senior management.

The role requires deep experience in technology change management, ServiceNow, and cross-team coordination; you will address incidents and changes, ensure SLAs, and

Qualifications

• - Five years experience in technology change management or production change operations.
• - Ability to assess change records for consistency across risk, impact, scope, schedule, implementation, backout, and validation.
• - Working knowledge of approval paths and the distinction between readiness review and accountable approval.
• - Experience with ServiceNow or a comparable enterprise change-management platform.
• - Across Incident, Problem and Change data, ability to identify scheduling conflicts and dependencies across application and infrastructure teams.
• - Ability to interpret change data, identify exceptions and trends, and communicate findings accurately.
• - Strong collaboration, written communication, documentation, judgment, attention to detail, and prioritization skills.

Responsibilities

• - Manages and prioritizes day-to-day tasks and assignments for the team, including coordinating with stakeholders and tracking progress.
• - Provides escalation point for team members and partner teams, and leads triage for high-priority incidents or engagements.
• - Performs responsibilities of senior team members and ensures adherence to processes.
• - Collaborates with other teams to ensure alerts, monitoring, dashboards, and processes are established for new projects.
• - Participates in interviews and onboarding of new staff.
• - Conducts access reviews and compliance activities; acts as delegate for administrative processes.
• - Creates and maintains on-call rotation schedules and supports off-hours and weekend coverage.

Skills

Technology change management

Production change operations

ServiceNow

Incident/Problem/Change coordination

Change data interpretation

Tools

ServiceNow

Job description

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development.

Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Join us!

Job Description:

This job is responsible for managing the day-to-day activities and functions for the assigned team. Key responsibilities include delegating work to team members, supervising work processes, providing informal leadership of sub teams or technology silos, managing on call and support schedules, and providing leadership, mentorship, and direction to team members. Job expectations include solving complex technical and analytical issues and effectively communicating results to senior management and Line of Business partners.

Responsibilities:

• Manages and prioritizes multiple tasks and assignments for the team including tracking tasks and tickets in system(s) of record, ensuring enterprise service level agreements are met, and participating in defect, incident, problem, and change review meetings and release activities
• Provides point of escalation for team members, peers, and partner teams, and shares the leadership Point of Contact for triage of high priority incidents or consulting engagements
• Performs all responsibilities of team members from applicable teams
• Works with appropriate teams to ensure alerts, monitoring, dashboards, and processes are established appropriately for new projects and initiatives
• Participates and helps with resource interviews and onboarding processes
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes
• Creates the on call rotation schedule and ensures support for off hours, weekends, and release windows

Key Responsibilities

• Manage and prioritize multiple tasks and assignments for the team.
• Track tasks and tickets in system(s) of record and ensure enterprise service level agreements (SLAs) are met.
• Create on call rotation schedule and ensure support for off hours/weekends/release windows.
• Participate in defect/incident/problem/change review meetings and release activities as applicable.
• Provide point of escalation for the team members, and applicable peer and partner teams.
• Provide leadership Point of Contact (POC) for triage of high priority incidents or consulting engagements.
• Participate and help with resource interview and onboarding processes.
• Work with appropriate teams to ensure alerts, monitoring dashboards and processes are established appropriately for new projects and initiatives.
• Perform access reviews and compliance activities, act as delegate for administrative processes.
• Perform all responsibilities of Specialist I and II roles from the applicable teams

Required Qualifications

• Five years experience in technology change management or production change operations.
• Ability to assess change records for consistency across risk, impact, scope, schedule, implementation, backout, and validation.
• Working knowledge of approval paths and the distinction between readiness review and accountable approval.
• Experience with ServiceNow or a comparable enterprise change-management platform.
• Across Incident, Problem and Change data, ability to identify scheduling conflicts and dependencies across application and infrastructure teams.
• Ability to interpret change data, identify exceptions and trends, and communicate findings accurately.
• Strong collaboration, written communication, documentation, judgment, attention to detail, and prioritization skills.

Desired Qualifications

• Experience developing or using change-management reports, dashboards, or scorecards.
• Strong spreadsheet and data-analysis skills, including source validation and concise presentation of findings.
• Ability to translate recurring review findings into practical guidance, controls, reporting, or process improvements.
• Familiarity with customer-facing impacts, outages, route-away considerations, critical applications, and recovery scenarios.
• Experience reviewing ChangeCon or blackout considerations.
• Experience working across technology portfolios while balancing consistent governance with domain needs.

Skills:

• Collaboration
• Influence
• Production Support
• Risk Management
• Solution Design
• Analytical Thinking
• Architecture
• Innovative Thinking
• Result Orientation
• Stakeholder Management
• Adaptability
• Automation
• DevOps Practices
• Project Management
• Solution Delivery Process

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)

Pay and benefits informationPay range

$92,100.00 - $160,100.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.