Title: Change Management Specialist (Servicenow)
Location: Buffalo NY (Onsite - 5 Days)
Experienced ServiceNow Change Management Specialist to own and optimize the change management process within the ServiceNow platform. This role is responsible for ensuring that all technology changes are properly assessed, documented, approved, and implemented with minimal risk to the business. The ideal candidate combines strong ITSM/ITIL process knowledge with hands-on ServiceNow platform expertise with a history of guiding the change management process across a global enterprise organization.
Key Responsibilities
Change Management Process
• Administer and continuously improve the end-to-end Change Management process within ServiceNow, including standard, normal, and emergency change types.
• Review and validate change requests for completeness, risk assessment, and adherence to policy prior to Change Advisory Board (CAB) review.
• Facilitate and/or support Change Advisory Board (CAB) meetings, ensuring proper stakeholder representation and documentation of decisions.
• Monitor the change calendar to identify conflicts, blackout periods, and scheduling risks.
• Track change success/failure rates and produce regular reporting on change management KPIs (e.g., % emergency changes, % failed changes, % changes with unplanned downtime).
ServiceNow Platform Support
• Serve as the subject matter expert (SME) for the ServiceNow Change Management module, including configuration, workflow design, approval routing, and integration with Incident, Problem, and CMDB modules.
• Configure and maintain the ServiceNow Change Management module, including workflows, approval chains, notifications, and forms.
• Partner with the ServiceNow platform/development team to implement enhancements, automation, and integrations that improve change process efficiency.
• Ensure data integrity within the Change Management module and related tables (e.g., linkage to Incident, Problem, and CMDB records).
• Support integration between Change Management and CMDB to ensure affected configuration items (CIs) are accurately identified for each change.
Risk & Compliance
• Ensure change management practices align with ITIL best practices and internal IT governance policies.
• Support internal and external audit requests related to change management by providing documentation, reporting, and process evidence.
• Identify recurring risk patterns (e.g., frequent failed changes tied to a specific team or CI) and escalate for process or technical remediation.
• Assist in root cause analysis for failed or unauthorized changes and track remediation actions to closure.
Stakeholder Engagement & Training
• Act as a subject matter expert (SME) and point of contact for change management questions across IT teams.
• Train and onboard new change requesters, implementers, and approvers on process and tool usage.
• Communicate change management policy updates and process changes to relevant stakeholders.
• Partner with Incident and Problem Management teams to ensure alignment across ITSM processes.
Required Qualifications
• 5+ years of experience in IT Service Management, with a focus on Change Management.
• Hands-on experience administering the ServiceNow platform, specifically the Change Management module.
• Solid understanding of ITIL framework and change management best practices; ITIL 4 Foundation certification required, ITIL 5 Foundation certification is strongly preferred; higher-level certification (ITIL Practice Manager, ITIL Managing Professional) a plus.
• Experience supporting or facilitating Change Advisory Board (CAB) processes.
• Familiarity with CMDB structure and configuration item (CI) relationships.
• Strong analytical skills with the ability to interpret change and incident data to identify trends.
• Excellent written and verbal communication skills; ability to explain technical/process topics to non-technical stakeholders.
• Experience with reporting and dashboarding tools within ServiceNow (Performance Analytics, reporting module).
Preferred Qualifications
• ServiceNow certification (e.g., Certified System Administrator, CIS-ITSM).
• Experience in a regulated industry (financial services, healthcare, etc.).
• Experience with change automation, standard change catalogs, or normalization initiatives.
• Exposure to DevOps/CI-CD change models and how they intersect with traditional ITIL change management.
What Success Looks Like
• Reduction in unauthorized and emergency changes over time.
• Improved change success rate and reduced change-related incidents.
• A well-governed, trusted change calendar that stakeholders rely on for planning.
• Accurate, audit-ready change record
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