SDM ECM Senior Tech Ops Analyst

TJX Companies

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

• 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

• 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

• 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

• 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

• ITIL v3 Certification

• ITIL 4 Certification

• Scrum Master (Nice to have)

TJX is the leading off-price apparel and home fashions retailer in the U.S. and worldwide, with four global home offices, seven brands, and nearly 4,700 stores in nine countries, and five distinctive branded e-commerce sites. As Associates, we make a difference with our contributions—collaborating in delighting shoppers with hidden treasures. Our merchandise is ever-changing and the sense of wonder never-ending at the stores our customers love.