SDM ECM Sr Tech Ops Analyst

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores-TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family-a Fortune 100 company and the world’s leading off-price retailer.

Job Description:

Job Title: Senior Tech Operations Analyst

Role Type: Individual Contributor / Process Lead

Department: Service Management Office (SMO)

Location : TJX Hyderabad, India

Work Mode: Onsite

What You’ll Discover

• A highly collaborative IT operations environment focused on service reliability and operational excellence

• The opportunity to govern and mature enterprise-wide ITSM Enterprise Change Management process aligned with ITIL best practices

• Hands-on ownership of IT service lifecycle management, reporting, and continuous improvement

• Strong exposure to ServiceNow, Power BI analytics, audit governance, and executive-level reporting

• Direct engagement with cross-functional stakeholders and leadership teams

Job Summary

Senior Tech Operations Analyst is primarily responsible for leading enterprise Change Management and driving comprehensive service reporting and analytics to support informed decision-making, ensuring governance, risk mitigation, compliance, and continuous improvement across all change activities. The role also demonstrates strong working knowledge of core ITIL processes-including Incident, Problem, Request, Knowledge, and Service Catalog Management-to support the end-to-end service lifecycle, enhance service continuity, and maintain operational excellence, while contributing to audit readiness, stakeholder communication, and data-driven process optimization

Key Responsibilities

Change Management & Risk Assessment

• Coordinate, assess, and manage risk and impact of changes across IT environments following ITIL standards

• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate approvals and stakeholder alignment

• Perform impact analysis utilizing CMDB data and ensure accurate, complete change records

• Monitor and report change success rates, risks, unauthorized changes, and policy compliance

• Conduct Post-Implementation Reviews (PIRs) for failed or high-risk changes and identify process violations

Reporting, Analytics & Performance Management

• Establish KPIs for ECM , improve speed to market and operational efficiency.

• Prepare and maintain operational dashboards and leadership-level performance reports

• Drive data-based insights to support decision-making and continuous service improvement

Audit, Compliance & Stakeholder Management

• Respond to audit requests by providing accurate artifacts, process evidence, and compliance documentation

• Collaborate with stakeholders to ensure smooth implementation of changes with minimal service impact

• Maintain strong communication with business partners, IT teams, and leadership to ensure transparency and alignment

Required Skills & Qualifications

• Strong understanding of ITIL v3/v4 processes and ITSM frameworks

• SME on ECM process flows and Compliance reporting

• In-depth expertise in ITSM reporting, metrics, and performance analytics

• Hands-on experience with ServiceNow or equivalent ITSM platforms

• Proven analytical skills in risk assessment, root cause analysis, and operational optimization

• Strong communication, facilitation, and stakeholder management abilities

• 6-8 years of managing ECM for a large organization

Preferred Certifications

• ITIL v3 Certification

• ITIL 4 Certification

• Scrum Master (Nice to have)

Summary

This role is designed for an experienced ITSM professional who can lead enterprise Change Management, strengthen operational governance, and deliver actionable reporting insights across the service lifecycle. The Senior Tech Operations Analyst will play a key role in improving service reliability, mitigating operational risk, supporting audit readiness, and partnering with cross-functional stakeholders to drive continuous improvement and operational excellence.

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

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