Description We are seeking an analytical and detail-oriented IT professional to champion our technology change control and governance frameworks. Operating within a dynamic service management ecosystem, this role ensures all infrastructure and software updates are meticulously evaluated, authorized, and deployed with zero impact on daily business operations. The ideal candidate will leverage ServiceNow to streamline workflows, facilitate stakeholder communication, and drive continuous improvement across our IT Service Management (ITSM) landscape.
Core Responsibilities
- Workflow Administration: Manage the end-to-end lifecycle of technology modification requests within ServiceNow, verifying data integrity, completeness, and adherence to proper authorization paths.
- Meeting Facilitation: Convene and lead regular review board meetings, fostering collaborative discussions between engineering teams and business leaders to evaluate deployment readiness.
- Risk Mitigation: Actively monitor high-volume deployment schedules to identify potential conflicts, minimize operational risks, and prevent service degradation.
- Data & Analytics: Utilize Excel and ServiceNow reporting tools to build dashboards, generate trend forecasts, and deliver actionable insights on process performance.
- Platform Optimization: Gather, document, and validate business requirements for upcoming ServiceNow upgrades, patches, system enhancements, and new feature releases.
- Cross-Functional Alignment: Collaborate with adjacent ITSM disciplines-including Incident, Problem, Configuration (CMDB), Asset, and Knowledge Management-to ensure cohesive operational workflows.
- Training & Support: Serve as the subject matter expert for the team, delivering guidance, documentation, and hands-on training to users regarding governance policies and system functionality.
- Audit Readiness: Maintain rigorous documentation, ensure high data quality within system records, and enforce compliance standards to satisfy internal and external audit requirements.
Requirements Education: Degree in a relevant technical field (e.g., CIS, MIS, Computer Science) or equivalent practical experience.
Professional Experience: 3 to 5 years of hands-on experience in IT Operations or Service Management, with a clear focus on deployment coordination and risk mitigation in enterprise infrastructure environments.
Framework Knowledge: Strong foundational understanding of ITIL methodologies and modern operational best practices.
Technical Tooling: Direct, proficient experience navigating the ServiceNow platform, specifically managing workflows within the Change application.
Analytics & Reporting: Proven ability to build data visualizations, configure dashboards, and interpret system performance metrics (experience with ServiceNow Performance Analytics is a major plus).
Software Skills: Advanced capabilities in Microsoft Excel for data analysis; familiarity with Power BI or similar business intelligence tools is highly desirable.
Communication: Superior interpersonal skills with the ability to translate technical complexities into clear, actionable updates for both engineering squads and executive leadership.
Technology Doesn't Change the World, People Do.
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