Service Now IT Change Manager

Job Description

Primary Roles and Responsibilities:

• Primary point of contact for ALL Change Management and Change Control policy/process/procedures.
• Experience with key management reporting of IT Service Management (ITSM) Processes and Individual KPI's and Metrics.
• Running and optimizing the Change Advisory Board (CAB).
• E xperience on Assessment of Change Proposals RFC.
• Track and report on production change issues and perform Root Cause Analysis (RCA).
• Creates thorough and accurate documentation for ITIL/ITSM change management processes
• Subject matter expertise related to Service Now processes including; Incident, Problem, Change, Service Request, Configuration, Knowledge, and Service Level Management
• Knowledge of ITSM change management principles, methodologies and tools
• Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise and best practices.
• Communicate, liaise & conduct organizational change management with various departments and levels in the organization to facilitate implementation of new or improved process changes verbally and/or through written documentation
• Assess the change management impact up/down stream throughout IT production systems.
• Build Trust and Establish Thought Leadership through Publication Activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.

• Ability to clearly articulate IT messages to a variety of audiences with a holistic approach
• Ability to influence others and move toward a common vision or goal
• Ability to establish and maintain strong relationship
• Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere
• Must be a team player and able to work collaboratively with and through others
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Acute business acumen and understanding of organizational issues and challenges
• Familiarity with project management approaches, tools and phases of the project lifecycle is desired.
• Experience with large-scale IT organizational change management efforts
• Exceptional communication skills, both written and verbal
• ITIL V2 or V3 Foundations Practitioner or Service Manager Certification preferred.