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The Change and Release Management team within Digital Engineering Solutions (DES) is responsible for providing governance, control, and oversight of all technology changes impacting production services across MUFG Securities EMEA, MUFG Bank EMEA, and downstream entities such as MBE.
* The team operates the enterprise IT Change Management process, using the central ITSM platform (ServiceNow) as the system of record to ensure that changes are assessed, approved, scheduled, implemented, and reviewed in line with approved Change & Release Management policies.
* The scope of Change Management includes internally delivered changes, third‑party and cloud service changes, and Head Office–initiated changes that have potential impact on local or downstream services, users, or regulatory obligations.
* The Change and Release Management function plays a critical role in maintaining operational stability, risk management and regulatory compliance, supporting industry‑standard frameworks such as ITIL, as well as regulatory obligations including SOX and DORA.
MAIN PURPOSE OF THE ROLE
* The IT Change Management Analyst provides day‑to‑day operational support to the IT Change Management function, ensuring that all technology changes are accurately assessed, governed, scheduled and reported in line with approved Change & Release Management policies.
* The role is primarily BAU‑focused, supporting high volumes of change activity across multiple technology teams, and plays a critical role in maintaining audit readiness, regulatory compliance (e.g. SOX, DORA) and operational stability.
* The analyst acts as the first line of quality control for Requests for Change (RFCs) and supports Change Managers, Technical Assessors and delivery teams to ensure changes are implemented safely and consistently.
KEY RESPONSIBILITIES
Change Governance & RFC Quality Control
* Perform initial validation and quality checks of RFCs submitted via the ITSM tool (e.g. ServiceNow), ensuring completeness, accuracy and policy compliance.
* Validate that RFCs include:
o clear change description and rationale
o accurate Configuration Items (CIs)
o correct change type and risk classification
o implementation and rollback plans
o evidence of appropriate testing
* Identify and challenge poor‑quality, incomplete or non‑compliant submissions, working with requestors to remediate issues prior to approval.
* Support consistent application of change standards across internally delivered, third‑party, cloud and externally initiated changes.
Scheduling, Conflict & Impact Analysis
* Support change scheduling and calendar management, ensuring changes are planned within approved windows.
* Assist with conflict detection, identifying overlapping or conflicting changes across applications, infrastructure and regions.
* Highlight potential service, business or cross‑entity impacts to the Change Manager for escalation where required.
CAB & Governance Support
* Prepare for and run Change Advisory Board (CAB) meetings, including:
o compiling change packs
o validating approval paths
o ensuring correct stakeholders and approvers are included
* Record and maintain CAB decisions, conditions and actions within the ITSM tool.
* Track actions arising from CAB and ensure timely follow‑up.
Post‑Implementation Review (PIR) Support
* Assist in managing Post‑Implementation Reviews, ensuring PIRs are completed where required.
* Track PIR outcomes, issues and lessons learned, and ensure documentation is retained for audit and regulatory purposes.
Operational Reporting & Audit Readiness
* Produce and maintain Change Management MI, including:
o change volumes by type and risk
o emergency and urgent change trends
o failed / backed‑out changes
o compliance and quality metrics
* Support internal audit, regulatory reviews and management reporting by providing accurate and timely evidence from the ITSM system.
* Maintain consistent documentation standards to support SOX, DORA and internal control requirements.
SKILLS AND EXPERIENCE
Essential
* Experience working within IT Service Management, aligned to ITIL practices, preferably in Change, Release, Incident or Service Transition roles.
* Strong understanding of ITIL Change Enablement principles and controlled production environments.
* Experience using ITSM tools (e.g. ServiceNow) for RFC processing, workflow support and reporting.
* High attention to detail with strong documentation and quality‑control discipline.
* Ability to work effectively with multiple teams and stakeholders in a regulated, high‑volume environment.
Desirable
* Experience running ITIL‑aligned Change Advisory Boards or governance forums.
* Familiarity with audit or regulatory environments (e.g. SOX, DORA, internal controls).
* Experience working with offshore or distributed delivery models.
* Understanding of CI/CD pipelines, infrastructure, or application delivery lifecycles, and their interaction with ITIL Change processes.
We are open to considering flexible working requests in line with organisational requirements.
MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.
We make our recruitment decisions in a non‑discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.
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