IT Change Management Analyst

Overview

Location: Quezon City, National Capital Region, Philippines. We are seeking an IT Change Management Analyst to join the Segment Change Management team at MBPS. The role oversees and coordinates changes within a controlled IT environment, assesses risk and change impact, ensures resources are aligned, and facilitates the authorization of Change Records.

Responsibilities

• Review change requests for risk and impact.
• Ensure all change-related processes and documentation adhere to Change Management standards and policy guidelines.
• Manage multiple, concurrent change cycles to support delivery of business initiatives ranging from minor updates to cross-organizational projects.
• Facilitate weekly Segment Change Advisory Board (CAB) meetings to review upcoming changes, assess risks, and coordinate planning and communication.
• Collaborate with business units, IT groups, and vendors to mitigate risks and resolve conflicts, ensuring system availability and integrity.
• Track and report on all changes introduced to the system environment, whether internal or vendor-driven.
• Lead regular knowledge-sharing sessions, onboarding sessions, and forums to promote change awareness and education.
• Represent the segment in global and local meetings, applying Change Management practices such as Post-Change Review (PCR) and Root Cause Analysis (RCA), and participation in Global CABs.
• Proactively identify, investigate, and resolve issues to prevent incidents, problems, and errors across IT service management domains.
• Collaborate with Incident, Problem, Release, and CSI teams to identify root causes of change-related incidents and recommend process improvements.
• Identify process gaps and drive continuous improvement initiatives to enhance Change Management effectiveness.
• Develop, maintain, and institutionalize Change Management processes, procedures, documentation, tools, templates, and reports.

Required Qualifications

• University degree and/or equivalent work experience.
• Working knowledge of client/server infrastructure; Mainframe environment a plus.
• Knowledge of networks, file servers and desktops; IVR systems a plus.
• Knowledge of Change Management practices, Configuration Management Practices, Release Management practices, ITIL or other Best Practices essentials.
• Amenable to work at UP Ayala Technohub (Quezon City).
• Amenable to work on a hybrid set-up (3x a week onsite).
• Amenable to work from Monday to Friday 6am-3pm HKT (but flexible to night meetings as needed).

Preferred Qualifications

• Self-motivated and proactive, with a strong sense of initiative and the ability to identify opportunities, take independent action, and drive tasks to completion with minimal supervision.
• Strong negotiation and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders to align on business objectives.
• 2–3 years of experience in a change management role within a complex, multi-vendor IT environment.
• Proven ability to define, document, and manage change processes.
• Experience working in multi-sourced or outsourced IT environments.
• Proficiency with Change Management tools, particularly ServiceNow.
• Understand relational databases and Configuration Management processes and tools.
• Excellent written and verbal communication skills, with the ability to tailor messages to various audiences and clearly articulate the business impact and benefits of proposed changes.
• Broad knowledge of system platforms and how they interact within enterprise environments.
• Strong organizational and multitasking abilities, with attention to detail and a commitment to quality.
• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

Working arrangement

Hybrid

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Insurance

To learn more about Manulife, visit

Equal Opportunity Employer

Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment, retention, advancement and compensation without discrimination on the basis of race, ethnicity, citizenship, religion or religious beliefs, creed, sex, sexual orientation, genetic characteristics, veteran status, gender identity or expression, age, disability, or any other ground protected by applicable law. A Human Resources representative will provide accommodations during the application process upon request. For accommodations, contact

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