Sr Release Analyst

JOB SCOPE
Primary liaison between the customer and the business to facilitate the onboarding of new customers, applications or environments, release assignments and scheduling of releases into the test and production environments. Ensures that a structured approach to risk assessment and business impact is employed. Responsible for auditing the release process, coaching Release Management (RM) Analysts, facilitating corrective action for deployments, validating Leadership and Customer metrics, and maintaining the Release Management/ServiceNow (RM/SN) setup. Responsible for documenting, maintaining and providing continuous improvement of the RM processes, operating procedures and tools.
MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Practices adherence to the Release Management (RM) processes, policies, and procedures and makes recommendations for updates to the Release Management documentation.
• Provides operational level oversight and control through the use of Release and Communications Plans, System Organization and Dependency Charts established for each Program/Application Stack.
• Ensures the appropriate amount of planning is conducted based on method and complexity of the release in order to minimize risks and to clearly articulate impact of the maintenance to the stakeholders.
• Maintains highly accurate tracking of code releases and system maintenance for all environments, as applicable to each Program/Application Stack, to ensure environments are kept in alignment and to provide accurate Release Management (RM) metrics.
• Obtains and aligns resources in coordination with the applicable Resource Managers and ensures that deployment Method of Procedures (MOPs) are reviewed by appropriate resources prior to the maintenance window.
  Ensures that functional testing was passed in a lower environment prior to release into an RM managed environment, and that the production deployment procedures are practiced in a similar, lower environment.
• Reviews required artifacts for accuracy and completeness as applicable to each environment (Examples: Release Notes, Methods of Procedure, Test Results, and Change Requests).
• Provides communications necessary for successful deployments, communicates release results when outcome deviates from the plan, and maintains a Release Calendar in accordance with each Program's Communication Plan.
• Coordinates Releases with the Support Center, Change and Configuration Management, Data Center Teams, Test Teams and other external groups where applicable and according to external team processes.
• Actively monitors Quality Assurance (QA) and User Acceptance Tests (UAT) deployment progress and ensures Release Analyst availability if needed for escalation on Production deployments.
• Engages resources for deployment troubleshooting and ensures that application owner signoff is obtained before a roll back or other deviation from the plan is acted upon.
• Ensures that Release Retrospective is conducted for release windows that are significantly exceeded or completed unsuccessfully and that root cause and appropriate corrective actions are identified and acted upon.
• Ensures that applicable approval and deployment emails are archived to SharePoint.
• May perform other duties as assigned.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Demonstrated skills and understanding of IT Technologies with proven experience in performing complex release management tasks with a Fortune 500 company
• Demonstrated customer service mindset with ability to appropriately balance risk with service delivery expectations
• Detail oriented with strong organizational skills
• Demonstrated track record as a team player and as a critical thinker
• Ability to grasp complex technical concepts and apply that knowledge to the release management effort within the team
• Ability to work independently, self-motivated, and highly focused to deliver timely results and positively influence outcomes
• Experience facilitating cross functional meetings with clear, authoritative and professional interpersonal skills
• Skilled at resolving conflict and negotiating effectively and tactfully as a partner to a diverse set of stakeholders
• Demonstrated program leadership experience handling multiple projects simultaneously in extremely fast-paced, demanding and dynamic settings
• Demonstrated ability to drive continuous service improvement through metrics based process improvement and automation across multiple teams and diverse geographic locations
• Ability to grasp complex technical concepts and apply that knowledge to the release management effort within the team
• Demonstrated skills in developing highly articulate and creative presentations and presenting to all levels of the organization
• Advanced problem solving and analytical skills to address problems with little or no precedence
• Proficient in extracting report requirements from customers and using various report writing tools
• Experience with estimating resource requirements and developing spend plans

Required Education

• Bachelor's degree in business related discipline, or equivalent work experience
• Certified in ITIL V3 Foundations
• Certified ITIL Release and Control or equivalent experience

Required Related Work Experience and Number of Years

• IT Experience -5-10
• IT Service Management - 5+
• Project and Program Management - 3+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge

• Proficient with ServiceNow Change Management and CMDB or similar tools
• Proficient with the Microsoft Office Suite of products
• Familiar with ServiceNow Reporting and other report writing tools
• Experience with process improvement techniques and methodologies such as Process
• Mapping, DMAIC, and Six Sigma/Lean
• Experience with Defect Tracking tool such as HP ALM or similar
• Experience with Code Repository tool such as CVS, GIT or similar

#LI-RB1
ISW327 2025-51506 2025
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
This job posting will remain open until 2025-05-12 08:41 PM (UTC) and will be extended if necessary.
The base pay for this position generally is between
$78,900.00 and $139,500.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.
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