Lead Specialist, Service Management

We are seeking a **hands** ‑ **on ITSM Change Success and Compliance Analyst** to support **cloud** ‑ **based change governance and modern release pipelines** . This role is designed for an **individual contributor** who partners closely with engineering, platform, and release teams to embed **risk** ‑ **aware change controls directly into CI/CD workflows** —balancing speed, reliability, and audit readiness across cloud and hybrid environments. **What You’ll Do:** + Govern **technical production changes** across cloud and on‑prem environments, ensuring changes are compliant, well‑documented, and audit‑ready. + Embed **change approvals, risk scoring, and evidence capture** into **CI/CD pipelines** using gated workflows and pre‑authorized standard changes. + Support and refine **standard, normal, and emergency change models** , with a focus on repeatable, low‑risk automation. + Partner with platform and release teams to align **cloud deployment patterns** (IaC, pipeline‑driven releases) with ITSM change requirements. + Ensure accurate **CMDB relationships** to support impact analysis and change traceability. + Participate in **post** ‑ **implementation reviews (PIRs)** and drive incremental improvements based on release outcomes and failure patterns. + Develop and review successful metrics with business and technology stakeholders + Provide coaching on change management best practices + Support audit scoping, walkthroughs, evidence preparation, sampling, and remediation tracking + Evaluate changes for change policy compliance and develop dashboards for viewing status. **Technical Focus Areas:** + **Cloud Platforms:** AWS, Azure, and GCP + **CI/CD & Release:** Azure DevOps, GitHub, GitLab, Jenkins + **Automation:** Standard changes, approvals‑as‑code, evidence‑by‑design + **ITSM Tooling:** ServiceNow Change and CMDB (or equivalent) + **Developer Tooling** : Atlassian Jira and Confluence. **Required Qualifications:** + 12+ years of experience in **ITSM, Release Engineering, Platform, or SRE** ‑ **adjacent roles** + Strong hands‑on experience with **ServiceNow Change Management** or similar ITSM platforms + Practical understanding of **CI/CD pipelines** , cloud deployment patterns, and automated releases + Experience supporting **audit** ‑ **aligned change processes** (SOX, ISO, SOC 2, or similar) + Ability to translate governance requirements into **engineer** ‑ **friendly workflows** + Mandatory to support global operations by working diverse shifts, including North America, EMEA, and APAC time zones, and participating in on-call rotations. \#LI-P1 **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. **Job:** Infrastructure and Cloud Operations **Job Family:** TECHNOLOGY **Organization:** OCTO **Schedule:** FULL\_TIME **Workplace Type:** Hybrid **Req ID:** 24108