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Avangrid Analyst - Change Control and Process Management in Orange, Connecticut

Analyst - Change Control and Process Management



Orange, CT, US



Iberdrola is a global energy leader, the number one producer of wind power, and one of the world's biggest electricity utilities in terms of market capitalisation. The group supplies energy to almost 100 million people in dozens of countries including Spain, the United Kingdom (ScottishPower), the United States (AVANGRID), Brazil (Neoenergia), Mexico, Germany, Portugal, Italy and France, with a workforce of more than 35,000 people.

Iberdrola is leading the transition towards a sustainable energy model through its investments in renewable energy, smart grids, large-scale energy storage and digital transformation, to offer its customers the most advanced products and services. Thanks to its commitment to clean energy, Iberdrola is one of the companies with the lowest emissions and an international benchmark for its contribution to sustainability and the fight against climate change.


This position will assist the IT change, problem, incident and process functions of AVANGRID within the Infrastructure, Operations and Communications (IOC) Team. Reporting directly to the IOC Manager of Change Control, Problem, Incident Management and Processes, the analyst will adhere to the change management policies to address risk and impact to business processes, while meeting compliance requirements.

The analyst ensures all changes to systems are compliant with the change management processes and policies. This includes in assisting with auditing policy compliance, procedural participation, analyzing change management process improvement for effectiveness and efficiency purposes, communicating on a thorough and consistent basis throughout the IT organization, and address to problem management related but not limited to P1 incidents.

The successful candidate will possess problem solving skills together with automating and simplifying the change, incident and problem processes.

•Adheres to Change, Incident and Problem Management policies and procedures.

•Provides continuous improvement efforts and ensures new change, incident and problem related processes are documented and communicated.

•Provides assessments and improvement suggestions to IOC processes.

•Facilitates Change Advisory Board (CAB) meetings. Create agendas and shares CAB meeting minutes as related to services.

•Responsible for performing Change Management daily, weekly, and ad hoc operational checks, and for managing Requests for Change (RFC) through the lifecycle.

•Works with various clients and analyzes and assesses RFCs to ensure readiness for implementation and completion.

•Monitor, track and report changes to include report distribution and development of change management dashboards.

•Utilizes the change management system to create a consolidated change schedule to include the identification and resolution of scheduling conflicts.

•Ensures that changes are communicated in a timely manner across the enterprise.

•Supports the implementation of new initiatives, projects or operational changes sponsored by business units (internal and external facing).

•Supports other processes such as Incident, Problem and Configuration with respect to Change Management during projects and service disruptions, etc.


Change Management

•Responsible for managing the overall implementation and integrity of Change Control functions, tests, policy, standards and procedures in compliance with AVANAGRID operating companies’ requirements. •Represents AVANGRID to all local change advisory boards (CABs) through the RFC process life cycle, including the local emergency CAB (ECAB).

•Updates major event calendar. •Participates in all company CAB and ECAB meetings and responsible to review and express risk assessment on behalf of local operating companies.

•Audits to ensure that change requestors and implementers are updating change records accurately and in a timely manner and takes necessary actions to ensure compliance and minimize risk.•Provides evidence and supporting documentation related to audit activities. •Provides training as necessary regarding change management policies and procedures.

•Updates policies and procedures. •Establishes a change management process for hybrid cloud service consisting of IaaS and PaaS services.

•Attends to Cloud CAB and assess risk. •Reviews change requests for completeness, from documentation to post-implementation review and takes necessary actions to ensure compliance and minimize risk. •Produces the change schedule reports related to local and company activities, while focusing on describing the impact to AVANGRID services.

•Partners with the appropriate IT liaisons to ensure an improved and clear communication of services and applications impacted by IT change activities. •Negotiates scheduling conflicts based on business priorities and storm instances. •Assists with identifying trends and reports on change management process metrics. •Collaborates in defining and the success metrics in relation to value added and monitor change progress. •Collaborates with company peers to ensure consistency in change management processes where applicable, while taking in consideration AVANGRID based regulatory requirements. •Manages standard or preapproved change policies that support business objectives while ensuring the integrity and availability of vital IT Systems and Services that support the business and meet local compliance requirements. •Provides all IT Governance documentation related to change management.

•Supports the change and problem manager to provide necessary training to the internal IT organization regarding the change and problem management process.

•Works with all IT Governance teams to ensure proper reporting and metrics are obtained. •The change analyst will also support project teams in integrating change management activities into their project plans. •ServiceNow management regarding add/remove/changes to service models (templates). •Regular reporting on and analysis of changes.

Incident and Problem Management

•Assists with the incident and problem analysis for possible consequences of a change and its implementation.

•Participates in team meetings post a major incident.

•Participates in the incident and problem analysis and documents subject matter experts’ potential solutions and implementations to minimize the changes of the issue repeating.

•Creates the first draft of a Major Incident Report (MIR).

•Contributes in root cause analysis related but not limited to P1 incidents, while applying problem management best practices.

•Assesses and proactively investigates recurring incidents related but not limited to services, while ensuring problem management best practices.

•Regular reporting on and analysis of incidents and problems.

Process Management

•Responsible for suggesting improvements to IOC processes.

•Ensures that all IT Operations documented processes are up to date on a yearly basis.

Skills and Requirements

•Bachelor’s degree in computer science, Information Systems or other related field or equivalent work experience.

•2+ years of broad-based experience in technology.

•2+ years of change management experience.

•2+ years of Service Now experience.

•1+ years of experience with cloud change management.

•1+ years of incident or problem management experience.

•1+ years of Service Now experience.

•Understanding of infrastructure technologies – server, database, network, storage, security, cloud and management technologies.

•Ability to organize, prioritize, and coordinate multiple work activities and meet target deadlines.

•Strong commitment to IT security.


•Microsoft Azure Administrator Associate certification.

•IT Infrastructure Library (ITIL) certification (Foundation-level v2 or v3).

•Experience with Governance, Risk, and Compliance (GRC) concepts.

•Experience with Power BI.

•Work during days, nights, and/or weekends as required.

•Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions.



  • Develop Self & Others

  • Empower to grow

  • Collaborate and Share

  • Be a role model

  • Focus to achieve results

  • Be agile

  • Technical Skills

    Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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