Location: Buffalo, NY (In-person)
Experience: 8+ Years
Employment Type: Full-Time / Contract
Position Overview:
We are seeking an experienced Change Management Specialist with strong ServiceNow and IT Service Management (ITSM) expertise to manage and continuously improve the end-to-end technology change management process.
The ideal candidate will have hands-on experience with ServiceNow Change Management, CAB processes, ITIL practices, CMDB, change governance, reporting, and automation. This role will focus on ensuring technology changes are properly assessed, documented, approved, and implemented while minimizing business and operational risk.
Key Responsibilities
- Manage and continuously improve the end-to-end Change Management process in ServiceNow.
- Review high-risk and high-impact changes for completeness, risk, and policy compliance.
- Facilitate and support Change Advisory Board (CAB) meetings, including decision tracking and follow-ups.
- Manage the change calendar, identify scheduling conflicts, and ensure adherence to blackout periods.
- Monitor and report change KPIs including change failure rate, emergency changes, unplanned downtime, and change duration.
- Serve as the ServiceNow Change Management SME, supporting workflows, approval routing, configuration, and integrations.
- Configure and maintain ServiceNow workflows, forms, notifications, and approvals while ensuring data integrity across CMDB and CSDM.
- Partner with development and platform teams to implement automation and process improvements, including AI-enabled change review and automation.
- Ensure accurate use of Configuration Items (CIs), Services, and Service Offerings.
- Collaborate with Incident and Problem Management teams to reduce change-related incidents and improve MTTR.
Stakeholder Management
- Serve as the primary point of contact for Change Management across U.S. IT teams.
- Establish an effective operating rhythm with CAB stakeholders and ensure timely, well-documented decisions.
- Communicate change policies, processes, and updates to both technical and non-technical stakeholders.
- Analyze change and incident data to identify trends, patterns, and opportunities for improvement.
Must-Have Qualifications
- 8+ years of IT Service Management experience, with strong emphasis on Change Management/Change Enablement.
- Strong hands-on ServiceNow experience from a service provider perspective.
- Proven experience supporting or facilitating CAB processes.
- Strong understanding of CMDB structure and Configuration Item relationships.
- Experience with ServiceNow Performance Analytics and reporting.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Excellent written and verbal communication skills, including executive-level stakeholder communication.
- Strong understanding of ITIL practices and IT governance.
Certifications –
Required:
- ITIL 4 Foundation
Preferred:
- ITIL 5 Foundation
- ServiceNow Certified System Administrator (CSA)
- ServiceNow CIS-ITSM
- ITIL Practice Manager or Managing Professional
- COBIT 5 certification
- Current coursework or hands-on training in ServiceNow ITSM modules is also a plus.
Good-to-Have Skills
- Experience in financial services, particularly banking or trading.
- Experience implementing change automation.
- Understanding of DevOps and CI/CD change management.
- Experience with AI-driven change management or automation initiatives.
