Senior Information Technology Specialist - Change Manager

Job Description Love bringing order to change without slowing down delivery? Zendesk is looking for a Change Manager who thrives on facilitating risk-based decisions—someone who chairs the Change Advisory Board (CAB), ensures due diligence, and helps teams deploy safely across our CIO-owned systems. This role is critical to our ITSM governance, coordinating the review, approval, scheduling, and risk assessment of technology changes. The Role The Change Manager will own the Change Management process for Zendesk’s internal IT services. You will chair the Change Advisory Board (CAB), facilitate the review and approval of Normal, Emergency, and New Implementation changes, maintain the IT Change Calendar, and enforce change freeze schedules. You will work across in-scope systems including Salesforce, NetSuite, RevPro, Workday Integrations, Google Workspace, Workato, and infrastructure—ensuring changes are appropriately defined, tested, and approved per SOX and policy requirements. This is a process-focused role that combines facilitation, risk assessment, and stakeholder coordination. You will partner with platform owners, Security, Compliance, and Problem Management to evolve from traditional CAB toward error-budget-based change management over time. What You’ll Do Chair the Change Advisory Board (CAB)—facilitate weekly CAB reviews; coordinate with requesters and voters on documentation, risk, and approval. Facilitate the review, approval, scheduling, and risk assessment of technology (CIO) changes across in-scope systems. Maintain the IT Change Calendar; enforce change freeze schedules (month-end, quarter-end) and document exceptions. Triage incoming change requests—ensure completeness (scope, risk assessment, rollback strategy, UAT results) before CAB review. Coordinate with Change Requesters, CAB Voters, and platform owners (Salesforce, NetSuite, Workato, etc.) on due diligence and upstream/downstream impacts. Support Emergency change path for incident-related changes; ensure post-implementation review where required. Partner with Problem Management and Reliability Engineering to validate that fixes are tested and successfully deployed. Evolve change governance—contribute to transition from manual CAB to error-budget-based standard changes (hybrid SRE model). Align Run change workflows to Securitydesk change policy; ensure system-of-record compliance (Jira, Zendesk, or designated tool). Champion process maturity by aligning Change Management to ITIL principles and supporting automation opportunities. What You Bring Required: 5 years of experience in Change Management, Release Management, ITSM, or IT Operations roles. Preferred: Experience in a global, high-growth tech company with SOX or compliance requirements. Strong working knowledge of ITIL Change Management and practical experience chairing or participating in CAB. Experience with change categorization (Normal, Emergency, Operational, Minor, New Implementation) and risk assessment. Familiarity with change freeze schedules, rollback strategies, and UAT validation. Understanding of in-scope systems (Salesforce, NetSuite, Workato, infrastructure) and integration dependencies. Excellent facilitation, communication, and stakeholder management skills. Ability to balance governance with delivery velocity—paved roads over bureaucracy. Exposure to SRE, error budgets, or DevOps change practices is a plus. Nice to Have ITIL 4 Foundation or Change Management certification Experience with change management tools (Jira, ServiceNow, Zendesk, SweetHawk, Myndbend) Knowledge of Agile/DevOps release practices and CI/CD pipelines Previous experience at a SaaS company or in a regulated environment How We’ll Measure Success Timely and effective CAB facilitation; change requests reviewed within SLA. Reduction in unauthorized or failed changes; improved change success rate. Adoption and compliance with Change Management process and freeze schedules. Demonstrated ... (truncated, view full listing at source)