Change Management-ITIL Analyst

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Expected Hours: All shifts needed

Team: I&O Technology Support Services – ITSM Team

Reports To: Process Manager - Change & Release

Role Overview

The Change Analyst supports the execution and governance of Change Management processes within a global ITSM environment. This role ensures that changes are properly assessed, approved, scheduled, and implemented with minimal risk while maintaining process discipline and compliance. The role works closely with the Change & Release Manager and cross-functional teams to support CAB operations, reporting, and continuous improvement.

Key Responsibilities

· Review and assess change requests for completeness, risk, and impact.

· Support and facilitate CAB and ECAB meetings, ensuring structured decision-making.

· Maintain any Pre-CAB meeting requirements to ensure ticket compliance

· Ensure changes follow defined policies, approval frameworks, and scheduling standards.

· Assist in maintaining Change related training and documentation.

· Work with change coordinators to ensure effective ticketing and documentation is in place.

· Coordinate change scheduling to minimize conflicts and business disruption.

· Monitor change progress and ensure proper documentation and communication.

· Support post-implementation reviews and track corrective actions.

· Ensure alignment between Change, Incident, Problem, and Release processes.

· Track and report on change KPIs, including success rates and compliance.

· Identify process gaps and recommend improvements.

· Conduct post-implementation reviews and ensure corrective actions are tracked to closure.

· Highlight areas where potential improvements or automation could be put into place.

Required Knowledge & Skills

· Strong knowledge of Change Management within ITIL frameworks.

· Knowledge of utilizing risk assessment, impact analysis, scheduling, and dependency.

· Hands on Experience with ServiceNow Change Management modules.

· Strong coordination and communication skills.

· Ability to enforce governance while enabling delivery.

· Knowledge on when to escalate to avoid service disruptions while following policy

· Experience working with audit focused environments.

Qualifications

· Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.

· 6+ years of experience in Change Management or equivalent ITIL-based IT Service Management processes

· 8+ years of hands-on experience with ServiceNow in an enterprise environment.

· ITIL v3 or ITIL 4 certification required.

· Equivalent experience in project or implementation development.

Preferred Qualifications & Skills

· Experience with Release Management either through support or direct management

· Experience using SharePoint for process documentation and knowledge management.

· Exposure to DevOps, CI/CD pipelines, or Agile delivery models.

· Experience in peak-season, or business-critical release windows and process development around those periods.

· Experience with automation or continuous improvement initiatives.

· Experience in Dashboard development with Grafana

· Experience in Software development, SCRUM management, Scaled Agile Planning, or SaFE

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy