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OpenLoop is building its first formal IT change management practice from the ground up. The company operates a telehealth platform delivering virtual care across all 50 states, and is transitioning from startup-mode informal change processes to enterprise-grade controls that scale without bureaucracy.
In this role, you will design and own a lightweight, ITIL 4-aligned change enablement model that captures the right approvals and audit trails without slowing down a fast-moving engineering and IT organization. You'll start as an internal advisor and consultant, proving value team by team before formalizing adoption. Over time, this process becomes a key control supporting ITIL and SOC 2 standards readiness.
Key responsibilities include:
**Design & Own the Model**: Create standard, normal, and emergency change categories with risk-based approval paths and delegated authority for low-risk changes. Define roles, responsibilities, and RACI across Engineering, IT, and Security. Build a roadmap for evolving from advisory/opt-in (year one) to progressively structured and eventually mandatory adoption.
**Lead Through Influence**: Act as an internal consultant to engineering and IT teams, explaining the "why" behind change management and tailoring your pitch to each team. Partner with engineering leaders to pilot the process, gather feedback, and iterate quickly. Build the business case (with data) for broader adoption and present it to leadership.
**Build & Automate Tooling**: Select and configure tools (Jira Service Management, Monday.com, or similar) to capture change requests, approvals, risk assessments, and implementation records. Design automated workflows for routing, notifications, approval gates, and escalations. Stand up AI-assisted agents to generate structured, auditable change logs. Build change calendars, freeze-window management, and conflict detection.
**Govern, Measure & Report**: Define and track KPIs (change success rate, failed/rolled-back changes, emergency change percentage, cycle time, audit findings). Run lightweight change advisory reviews for higher-risk changes. Partner with Security, Compliance, and Internal Audit to satisfy SOX ITGC expectations. Continuously refine based on incident retrospectives and audit feedback.
You'll need 7+ years in IT service management or IT change management, ideally building a change process from scratch at a scaling company. ITIL 4 Foundation certification is preferred. Hands-on experience configuring Jira Service Management, Monday.com, or comparable ITSM platforms is essential, including building automation rules and workflows. Comfort with low-code/no-code automation (Jira Automation, Workato, Zapier) and experience with AI tools for documentation and audit trails is a strong plus. Familiarity with SOX IT general controls and audit evidence requirements is important. You must demonstrate the ability to drive adoption through influence and relationship-building rather than positional authority. Strong written and verbal communication skills are critical.
Nice-to-have skills include DevOps/SRE and CI/CD pipeline experience, GRC or audit-management tooling (Vanta, Drata, ServiceNow GRC), prior experience building IT controls for IPO or SOC 2 Type II audits, and healthcare or fintech industry experience.
