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Position Purpose:
The Change Enablement Lead is a senior individual contributor responsible for supporting the daily execution, consistency, and quality of the enterprise Change Enablement process. The Lead provides operational direction to Change Managers, oversees assigned work and service levels, performs complex change reviews, and serves as an escalation point for questions involving policy, risk, implementation readiness, and governance requirements.
This role requires strong knowledge of Change Enablement practices and ServiceNow. The Lead helps translate leadership direction into consistent daily execution, strengthens team capability through coaching and knowledge sharing, and provides management with visibility into workload, quality, risks, and operational concerns.
Provide daily operational leadership for Change Enablement review queues, coordinating work assignments and adjusting priorities based on operational needs and leadership direction.
Monitor workload, aging, service levels, deadlines, and coverage using ServiceNow data, and provide continuity during periods of increased workload or team-member absence.
Review and assess complex or escalated production changes for completeness, risk, business and service impact, implementation readiness, scheduling conflicts, dependencies, validation, and recovery planning.
Verify that change records comply with Change Enablement policies, controls, and governance requirements for Normal, Standard, Expedited, and Emergency Changes, including maintenance windows, change freezes, heightened-awareness periods, and lead times.
Work with change owners and technical teams to resolve incomplete or inconsistent information, and confirm that implementation, testing, validation, communication, and recovery plans are documented before implementation.
Serve as an escalation point for Change Managers on complex reviews, policy interpretation, and stakeholder questions, providing accurate and consistent process guidance.
Escalate situations requiring a policy decision or exception, and unresolved readiness, compliance, stakeholder, or operational concerns, to management.
Provide day-to-day coaching, training, and knowledge support to Change Managers, and support onboarding, development, and cross-training.
Perform quality reviews of completed work to identify errors, inconsistencies, coaching needs, and opportunities to improve review accuracy.
Develop and maintain job aids, operating procedures, training materials, and knowledge resources.
Coordinate post-implementation reviews for failed, backed-out, unauthorized, and incident-causing changes, and track corrective actions to closure.
Partner with Major Incident and Problem Management to identify changes linked to incidents and support root cause analysis.
Provide management with regular updates on completed work, outstanding items, risks, escalations, capacity concerns, and emerging trends.
Maintain review documentation and governance evidence to support reporting, audit, risk, and compliance requirements.
Lead or support assigned Change Enablement initiatives and process improvements.
Performs other duties as assigned Complies with all policies and standards
Education/Experience:
A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and requires 5 – 7 years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Required Technical Skills:
ITIL 4 Foundation certification
6+ years of IT Service Management experience
3+ years performing change management reviews in a large enterprise environment
ServiceNow Change Management experience (reviewing change records & using reports or dashboards to monitor work)
Experience with Incident and Problem Management (identifying change-related incidents)
Experience coaching, training, or providing day-to-day direction to peers or team members
Preferred Skills:
ITIL 4 Specialist certification or equivalent advanced ITSM credential
Familiarity with DevOps or CI/CD practices and automated change approval
Prior experience as a team lead, senior change analyst, or senior change manager
Experience supporting audit, risk, or compliance requirements in a regulated industry
Experience developing job aids, procedures, or training materials
Pay Range: $102,900.00 - $190,500.00 per year
At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act
