Service Management Analyst Master: Change Management

Service Management Analyst Master – Change Management

At Texas Capital, the Service Management Analyst Master is a key role within the Technology & Operations team, responsible for governing and optimizing the change management and release management process across the enterprise. This role ensures that all changes to IT services and infrastructure are executed with minimal risk and focused on mitigating unplanned impact, supporting the bank's commitment to operational excellence, regulatory compliance, and client trust.

The ideal candidate will bring deep expertise in ITIL-based change management and release management, a strong understanding of banking technology environments, and a collaborative mindset to drive continuous improvement and cross-functional alignment.

Responsibilities

• Own and manage the end-to-end IT Change Management process, ensuring alignment with ITIL best practices and Texas Capital's governance Standard and Procedure.
• Work closely with the release management team to ensure appropriate governance and process improvements.
• Lead Change Advisory Board (CAB) and facilitating informed decision-making and risk mitigation.
• Collaborate with application, infrastructure, cybersecurity, and business teams to assess production change risk, impact and readiness.
• Establish and maintain production change metrics to ensure that change participants are aligned with expectations.
• Ensure compliance with internal controls, audit requirements, and regulatory frameworks.
• Drive process improvements and automation opportunities within ServiceNow platform by collaborating closely with ServiceNow team.
• Provide coaching and training to stakeholders on Change Management policies and procedures.
• Partner with Incident, Problem, Release Management and other teams to ensure seamless service delivery and operational resilience.
• Administration of Unapproved Consequence Model and associated responsibilities.
• Provide and maintain key reports, dashboards focused on providing Texas Capital leadership, key information on the success of production changes.
• Demonstrate mentor and leadership traits, ensuring reporting personnel success of organizational goals and priorities.
• Ensure Change Calendar administration fully supports key business initiatives such as Quarterly Results, Cautionary Periods, and Blackout dates.

Qualifications

• Bachelor's degree in information technology, Business Administration, or related field; advanced degree preferred.
• 5+ years of experience in IT Service Management, with at least 2 years in a change management leadership role.
• ITIL Foundation certification required; ITIL Intermediate or Expert preferred.
• Experience in banking or financial services industry is strongly preferred.
• Proficiency with ITSM tools such as ServiceNow or BMC Remedy.
• Strong analytical, communication, and stakeholder management skills.
• Ability to thrive in a fast-paced, regulated environment with competing priorities.

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy. Texas Capital is an Equal Opportunity Employer.