The Senior Change Management Specialist is responsible for providing leadership, governance, and oversight of the Enterprise Change Management process to minimize risk and ensure the successful implementation of technology changes across the organization. This role serves as a subject matter expert for Change Management, facilitating complex and high-risk changes, leading governance activities, driving continuous process improvement, and ensuring compliance with ITIL best practices, IT General Controls (ITGCs), and audit requirements.

Responsibilities

- Govern and administer the end-to-end Enterprise Change Management process
- Review, assess, and approve complex, high-risk, and enterprise-wide change requests
- Facilitate Change Advisory Board (CAB) meetings and provide recommendations on change risk, scheduling, and implementation readiness
- Lead the assessment of change-related risks and ensure appropriate mitigation, contingency, and backout strategies are documented
- Monitor enterprise change schedules and proactively identify potential conflicts, business impacts, and service risks
- Ensure all required implementation, validation, testing, and backout activities are completed and documented
- Provide expert guidance and consultation to change requestors, implementers, project teams, and business stakeholders
- Monitor compliance with IT General Controls (ITGCs), audit requirements, Change Management policies, and governance standards
- Develop and present operational and executive-level reporting on change performance, trends, risk exposure, compliance, and process effectiveness
- Collaborate with Problem Management team to investigate change-related incidents and facilitate post-implementation reviews, root cause analysis, and lessons learned
- Drive continual service improvement initiatives and process maturity enhancements within the ITSM framework
- Lead the administration, governance, optimization, and automation of ServiceNow Change Management workflows




- Participate in internal and external audit activities, including control walkthroughs, evidence collection, and compliance reviews
- Develop and deliver Change Management training, process documentation, and stakeholder guidance
- Mentor and support Change Management Specialists and other stakeholders in best practices

Requirements

- 5+ years of experience in IT Change Management, IT Service Management, or related IT operations functions
- Advanced knowledge of ITIL Change Enablement / Change Management principles, governance, and best practices
- Extensive experience facilitating CAB meetings and managing complex, high-risk, and enterprise-wide changes
- Advanced experience with ITSM platforms, including ServiceNow Change Management administration, reporting, and workflow optimization
- Experience working within governance, compliance, audit-controlled, and regulatory environments
- Experience supporting internal and external audits, including ITGC controls, compliance reviews, and audit remediation activities
- Strong understanding of risk management, governance, compliance, IT General Controls (ITGCs), and audit requirements
- Experience developing and presenting operational and executive-level reports, dashboards, metrics, and trend analysis
- Excellent verbal, written, and presentation skills
- Experience with Change Automation/DevOps
- ITIL v4 Foundation certification required; advanced ITIL certifications preferred

Advantages

- Broadband salary range: $64,000 – $106,000 CAD (typical hiring range: $64,000 – $85,000)
- Comprehensive benefits and retirement programs
- Performance incentives and continuing education programs
- Mental health benefits of $5,000 per year for benefits-eligible employees and families
- Career growth opportunities and product discounts

ITIL v4 Foundation certification required; 5+ years of experience in IT Change Management or IT Service Management; advanced ServiceNow experience; experience supporting ITGC audits and compliance reviews

📌 Senior Change Management Specialist (Toronto)
🏢 Canadian Tire Corporation
📍 Toronto