Description
We are seeking an organized and proactive Administrative Assistant to support our ITIL Change Approval Manager in the effective coordination, tracking, and governance of IT change processes. This role is essential to ensuring smooth operations within the Change Management function, maintaining documentation accuracy, improving workflow efficiency, and enabling timely communication across technical and business teams.
The ideal candidate is detail oriented, a confident communicator both verbal and written, comfortable working in a structured ITIL environment, and capable of managing multiple priorities in a fast-paced setting
Responsibilities
Administrative & Operational Support
• Provide day to day administrative support to the IT Change Approval Manager.
• Maintain calendars, organize workflows, and assist with planning recurring governance activities.
Change Management Support (ITIL Framework)
• Assist with reviewing incoming change requests for completeness and accuracy.
• Help maintain the Change Management schedule, logs, dashboards, and reporting documents.
• Ensure all change documentation is up to date and properly stored in the designated system (ServiceNow).
• Support the communication of change freeze periods, scheduled downtime, approvals, and updates to stakeholders.
• Follow up with technical teams to chase missing information or required approvals.
Communication & Coordination
• Act as a key point of contact between the Change Manager and Support or project teams.
• Prepare and distribute meeting notes, summaries, and action items promptly.
Reporting & Data Administration
• Compile weekly and monthly change activity reports for internal governance.
• Support the Change Manager in preparing audit documents and compliance evidence.
• Maintain tracking spreadsheets, KPIs, dashboards, and other operational metrics.
Qualifications
Essential
• Proven administrative or coordinator experience (1–3 years).
• Strong organizational skills with exceptional attention to detail.
• Excellent written and verbal communication.
• Proficiency with Microsoft 365 (Outlook, Excel, Word, Teams, SharePoint).
• Ability to manage multiple tasks and deadlines in a fast-moving environment.
• Strong problem solving and follow up skills.
Desirable
• Exposure to or awareness of ITIL frameworks or IT Service Management environments.
• Experience using ITSM tools such as ServiceNow, Jira, Freshservice, or Remedy.
• Understanding of basic IT terminology and concepts.
• Experience supporting governance, compliance, or process-based roles.
Competencies
• Proactive mindset – anticipates needs and takes initiative.
• Process-oriented – comfortable working within structured procedures.
• Stakeholder-focused – able to engage effectively with technical and non technical teams.
• Adaptable – comfortable responding to shifting priorities.
• Confidentiality and professionalism in handling sensitive IT change information.
Education
• A Level / equivalent desired.
• Additional certification in administration or ITIL Foundation (desirable but not mandatory).
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