Blue Cross Blue Shield of Massachusetts Senior Change Management Analyst in Hingham, Massachusetts

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The purpose of IT Change Management is to ensure technical changes are deployed to environment(s) in a controlled and consistent manner by following standard methods and procedures. This is critical to ensuring the stability of existing systems is not compromised when changes are made to prevent or minimize business and service impacts and disruptions. Additionally, changes must be handled in a prompt and efficient manner, maintaining a balance between the business need for a change against the technical need to deploy.The Senior Change Management Analyst manages IT changes through their lifecycle from submission to closure in the ITSM tool and through post implementation reviews (PIRS). The Senior Change Management Analyst is the “gatekeeper” responsible for ensuring standard policies and practices are followed by driving change reviews, risk assessments and mitigation plans, validating pre and post change plans and confirming all approvals are in place prior to deployment.

Key Accountabilities:

  • Apply a structured, consistent approach to planning, scheduling, and implementation of application and infrastructure technical changes.

  • Ensure changes go through the appropriate governance process, relating them to other processes (Service Requests, Incidents, Problems, Changes) when applicable.

  • Proactively identify and mitigate risks associated with changes

  • Identify, validate, and communicate the business impact of changes.

  • Proactively resolve change scheduling issues and conflicts.

  • Provide meaningful follow-up and guidance when changes do not meet the expected requirements or when change procedures and processes are not followed.

  • Facilitate the development of implementation and communication strategies depending on the type of change and those affected by them.

  • Facilitate weekly Change Advisory Board meetings, perform follow-up activities. (Rotational responsibility)

  • Initiate, facilitate, workgroup meetings with cross-functional teams.

  • Aid in the development and delivery of metrics and reporting to validate the success (or failure) of changes, identify change trends and improvements in service

  • Partner with internal and external IT areas and technical resources in the development and review of pretest plans, implementation plans, post change test plans, communication plans.

  • Create and/ or update change documentation.

  • Provide high quality service to internal and external customers.

  • Coordinate/ facilitate application checkouts (selected changes)

  • Provide insight into Change Management policies and procedures influencing others to embrace the standard processes.

  • Provide training, guidance, advice on the Change Management objectives, procedures, processes, and tools.

  • Facilitate Production Readiness reviews for new or significantly changing applications.

  • Perform other activities as required. Examples: O/S server patching and scheduling, ITSM Tool provisioning (access requests/ changes), ITSM Tool Queue Management.

Key Requirements

  • Strong organizational, analytical, and problem solving skills with excellent attention to detail.

  • Ability to create diagrams, process documentation, proposals, presentations.

  • Demonstrated written, verbal and presentation skills.

  • Able to comprehend and effectively communicate essential information to technical and nontechnical audiences.

  • Excellent interpersonal skills including the ability to work effectively with all levels. Must be approachable, teachable and a team player willing and able to work with and through others to drive and achieve a common goal.

  • Must know when to ask for assistance and when to provide assistance.

  • Demonstrated influencing, negotiation, mediation, and facilitation skills.

  • Ability to understand the impact of changes and interdependencies with other changes.

  • Demonstrated ability to facilitate meetings, manage and perform required follow through.

  • Confidence to raise critical risks and issues to leadership to ensure they are effectively addressed with time sensitivity.

  • Strong time management skills.

  • Ability to successfully handle a dynamic workload with minimal supervision.

  • Willingness to occasionally work beyond core business hours to facilitate significant planned infrastructure changes.

  • Act as a liaison with other areas to facilitate and drive the successful implementation of changes.

  • Assume responsibility and accountability for successfully completing assignments.

  • Ability to adapt communication style, delivery method and message context and content to meet the needs of the audience.

  • Show initiative by regularly taking actions that go beyond requirements to achieve goals and objectives.

  • Demonstrated ability to adjust priorities and approach to changes in environment.

  • Strong relationship management skills; the ability to establish and maintain effective working relationships with co-workers, managers, others across IT, 3rd party vendors, the business.

Background and Experience


  • BA or BS degree in Information Systems, Computer Science, Business Administration or other IT related field, or equivalent work experience.

  • Broad understanding of IT concepts.

  • Minimum 5 years’ experience in an IT related field.

  • Advanced PC skills: Microsoft Office Suite, including Excel, Visio, PowerPoint, Access


  • ITIL v3 certification/ practitioner and/ or familiar with standards and principles of service delivery.

  • Experience with ITSM objectives, tools, and modules: Help Desk, Change, Incidents, Problems, Work Orders, Service Catalog, CMDB, etc. (Service Now highly preferred)

  • Broad understanding of infrastructure operations and technologies: Server, storage, NAS, networking, security, voice/data, call center etc.

  • Project Management experience and/ or familiarity with best practices and methodologies (Dev Ops, SDLC, COBIT, and Agile).


LocationHinghamTime TypeFull time

Voted as one of the Most Admired Health Care Companies in 2014 by Boston Business Journal, Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 75 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 2.8 million members, and consistently offering security, stability, and peace of mind to both our members and associates.

Our Commitment to You

We are committed to investing in your development and providing the necessary resources to enable your success. We are dedicated to creating a refreshing and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path. We take pride in our diverse, community-centric, wellness-focused culture and believe every member of our team deserves to enjoy a positive work-life balance.

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Blue Cross Blue Shield of Massachusetts's legal duty to furnish information.