Senior Systems Services and Support Analyst - ITSM Change Management

Fidelity will not provide immigration sponsorship for this position.

Job Description:

The Role

Enterprise Infrastructure and Operations is seeking a highly motivated and curious Senior Systems Services and Support Analyst to support and advance IT Service Management (ITSM), with a primary focus on Enterprise Change Management. This role provides ITSM oversight for Enterprise Infrastructure and partners across engineering, incident management, problem management, release engineering, infrastructure operations, systems administration, security, and business-unit technology teams.

The successful candidate combines strong change-management skills with practical infrastructure knowledge, analytical thinking, and a proactive approach to problem solving. They should be comfortable asking challenging questions, identifying risks, and helping technical teams improve change quality while balancing operational efficiency. The role requires a working understanding of data center and hybrid infrastructure concepts to help recognize dependencies, identify potential risks, and support informed decision making.

This individual will leverage data, automation, AI, and repeatable operating practices to strengthen change management processes, improve risk visibility, and support continuous improvement efforts.

The Expertise and Skills You Bring

• Support delivery of ITSM Change Management activities for Enterprise Infrastructure and assigned business-unit partners, helping meet service levels, KPIs, controls, and adoption of effective practices.
• Facilitate and support Enterprise and/or Business Unit Change Advisory Board (CAB) meetings. Help ensure changes are evaluated for business impact, technical risk, dependencies, testing, implementation readiness, rollback plans, scheduling conflicts, and operational support requirements.
• Review change plans and provide constructive feedback by identifying risks, asking relevant questions, and escalating concerns when appropriate.
• Partner with, application, mainframe, database, cloud platform, compute/server, storage, middleware, observability, security, network and data-center operations teams to understand dependencies and support risk assessments.
• Analyze and maintain ITSM reporting and dashboards for assigned business units, providing insights into change success rates, change-induced incidents, failed changes, emergency changes, policy exceptions, and post-implementation outcomes.
• Work with engineering and operation teams to review change, incident, and problem data, identify trends and root causes, and support corrective actions related to change-induced incidents.
• Contribute to efforts that improve data quality, streamline CAB preparation, automate recurring analysis, and reduce manual reporting activities.
• Participate in identifying and implementing AI and GenAI opportunities for change reviews, record-quality validation, incident/change correlation, reporting, knowledge creation, trend analysis, and governance activities.
• Help coordinate action plans by documenting decisions, responsibilities, target dates, and progress toward desired outcomes.
• Support release-management activities during major releases, high-risk business events, and change-restriction periods.
• Provide guidance to change owners and technology teams on change planning, risk assessment, implementation validation, recovery readiness, and ITSM practices.
• Support ongoing maturity efforts for Change Management through process improvements, automation, enhanced reporting, and practical innovation.
• 4 plus years of experience in IT operations, infrastructure, service management, change management, release management, or a related technical discipline.
• Strong working knowledge of ITIL and ITSM practices, with experience supporting Change Management in an enterprise environment.
• Working knowledge of data center and hybrid infrastructure, including network, mainframe, compute/server, storage, database, cloud, middleware, system administration, and operational dependencies.
• Ability to review technical change plans and ask relevant questions regarding testing, monitoring, implementation sequencing, rollback planning, recovery readiness, and customer impact.
• Demonstrated initiative and accountability, with the ability to identify issues, recommend solutions, and support implementation efforts.
• Experience working with data, reporting, analytics, or automation tools such as ServiceNow, Power BI, Snowflake, Alteryx, Tableau, SQL, or Python.
• Familiarity with observability and monitoring platforms such as Datadog, Grafana, and Splunk.
• Experience with ServiceNow Change Management, Performance Analytics, reporting, workflow automation, or AI capabilities.
• Experience using Microsoft 365 Copilot or similar GenAI tools to analyze information, improve record quality, summarize risks, and automate recurring ITSM activities.
• Familiarity with prompt design, responsible AI practices, data governance, and validation of AI-generated outputs.
• ITIL 4 Foundation certification.

The Team

This position sits within the Enterprise Infrastructure and Operations (EIO) organization and supports the Enterprise Change Management practice within the Fidelity Service Center. The team partners with technology and business-unit stakeholders to strengthen operational stability, improve change quality, and reduce customer and business disruption.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

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Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.