SDM ECM Sr Tech Ops Analyst

Overview

Lead enterprise Change Management and deliver service reporting and analytics for TJX's IT service management function, ensuring governance, risk mitigation, compliance and continuous improvement.

What you'll do

• Coordinate, assess and manage risk and impact of changes across IT environments following ITIL standards.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals and stakeholder alignment.
• Perform impact analysis using CMDB data and ensure accurate, complete change records.
• Monitor and report change success rates, risks, unauthorized changes and policy compliance.
• Conduct Post-Implementation Reviews (PIRs) for failed or high-risk changes and identify process violations.
• Establish KPIs for ECM to improve speed to market and operational efficiency.
• Prepare and maintain operational dashboards and leadership-level performance reports.
• Drive data-based insights to support decision-making and continuous service improvement.
• Respond to audit requests by providing accurate artifacts, process evidence and compliance documentation.
• Collaborate with stakeholders to ensure smooth implementation of changes with minimal service impact.
• Maintain strong communication with business partners, IT teams and leadership to ensure transparency and alignment.

What you'll need

• Strong understanding of ITIL v3/v4 processes and ITSM frameworks.
• SME on ECM process flows and compliance reporting.
• In-depth expertise in ITSM reporting, metrics and performance analytics.
• Hands-on experience with ServiceNow or equivalent ITSM platforms.
• Proven analytical skills in risk assessment, root cause analysis and operational optimization.
• Strong communication, facilitation and stakeholder management abilities.
• 6-8 years of managing ECM for a large organization.

Nice to have

• ITIL v3 Certification.
• ITIL 4 Certification.
• Scrum Master certification.

Details

• Location: Hyderabad, India (TJX Hyderabad, Salarpuria Sattva Knowledge City, Inorbit Road).
• Work mode: Onsite.
• Role type: Individual Contributor / Process Lead, Service Management Office (SMO).