ServiceNow Change Management Specialist

Only for locals in Buffalo, NY!

Job Description:

Summary of the Role:

An experienced ServiceNow Change Management Specialist to optimize our end-to-end change management process supported by ServiceNow. The candidate will be expected to ensure all technology changes are consistently assessed, documented, approved, and implemented at pace with clear governance and managed/minimized business risk.

Key Responsibilities:

• Operate and continuously improve the end-to-end Change Management process in ServiceNow.
• Validate our highest risk and highest impact change requests for completeness, risk, and policy adherence.  Facilitate the AI automation of Change review.
• Facilitate and/or support CAB meetings with the right representation and clear decision documentation and tracking of follow-up instructions.
• Manage the change calendar—spot conflicts, honor blackout periods, and reduce scheduling risk.
• Support KPI reporting on change performance (e.g., emergency rate, failure rate, unplanned downtime, change duration).
• Act as the ServiceNow Change module SME, including configuration, workflow design, approval routing, and integrations across Incident and Problem domains.
• Configure and maintain workflows, approvals, notifications, and forms; ensure data integrity across related tables (e.g. CSDM, CMDB).
• Partner with platform/development teams to drive enhancements, automation, and integrations that improve efficiency (e.g. AI automation of tasks to uplift Change Manager productivity).
• Ensure accurate CI, Service and Service Offering usage for each change.

Stakeholder Engagement:

• Serve as the US go-to point of contact for change management questions across IT teams.
• Build strong operating rhythm with CAB stakeholders (Board Members), ensuring decisions are timely, well-recorded, and enforceable.
• Partner closely with Incident and Problem Management to align ITSM processes and reduce change-related incidents. Ultimately drive MTTR lower.
• Communicate policy and process updates clearly to both technical and non-technical audiences.

Training and Certifications:

• Required: ITIL 4 Foundation certification.
• Strongly preferred: ITIL 5 Foundation.
• Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plue.
• Nice to have:  ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM.  Current Course work in ServiceNow ITSM modules.

Required Qualifications:

• 5+ years in IT Service Management with a strong emphasis on Change Management/Change Enablement.
• ServiceNow, experience from a service provider perspective.  Not the service consumer’s perspective.
• Proven experience supporting or facilitating CAB processes.
• Working knowledge of CMDB structure and CI relationships.
• Strong analytical capability—able to interpret change/incident data and identify patterns and trends.  Looking for someone to pull the “so what” out of a data analysis and effectively communicate it to a diverse audience.
• Excellent written and verbal communication, including the ability to explain process and technical topics to non-technical and executive stakeholders.
• Experience producing dashboards/reporting in ServiceNow (Performance Analytics and reporting module).
• Strong alignment to ITIL best practices and internal governance expectations.

Desired Qualifications:

• Experience in a financial services industry (banking highly desireable).
• Experience driving change automation.
• Have a firm grasp on DevOps/CI-CD change .

Desired Results:

• A measurable reduction in unauthorized and emergency changes.
• Improved change success driving fewer change-related incidents.
• Audit-ready change records with accurate documentation and on-demand reporting that stands up to scrutiny.