Change Manager

We're seeking an experienced Project Leader / IT Service Management (ITSM) Specialist with a strong background in IT Change, Incident, and Problem Management. In this role, you'll help drive consistent, high-quality IT service delivery by optimizing core ITSM processes and enabling operational excellence using the ServiceNow platform. What You'll Do

• Lead the development and continuous improvement of Change, Incident, and Problem Management processes, aligning to ITSM best practices and organizational goals.
• Serve as Incident Manager and/or Major Incident Manager during high-priority incidents-coordinating response, escalation, stakeholder communication, and restoration activities to minimize business impact.
• Partner with cross-functional stakeholders to assess current workflows, identify gaps, and implement enhancements that improve efficiency and reduce risk.
• Track process performance and report key metrics to leadership, highlighting progress and opportunities for improvement.
• Provide training, documentation, and guidance to IT teams on updated procedures and best practices.
• Support day-to-day ServiceNow ITSM workflow execution and maintenance across Incident, Change, Request, and Problem Management:

• Update workflow states and validate task completion
• Ensure data quality and accuracy in CHG/INC/REQ records
• Monitor workflow transitions and SLA timers
• Document routine process activities in accordance with governance standards

• Follow established ServiceNow configuration and governance standards, including approval paths, assignment rules, and process controls.

• 5+ years of experience in an IT Service Management environment.
• Current ITIL Foundations certification.
• Proven experience in:

• IT Change Management (planning, coordination, documentation, risk assessment, evaluation, post-implementation review)
• IT Incident Management (detection, prioritization, escalation, resolution, minimizing business impact)
• IT Problem Management (root cause analysis, remediation planning, proactive prevention)

• Hands-on experience using ServiceNow to manage and optimize ITSM workflows, including automation and reporting.

Education

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field or equivalent professional experience., * Analytical and process-oriented with a passion for continuous improvement and service excellence.
• Strong communicator who can coordinate teams and drive clarity during high-pressure incidents.
• Effective stakeholder partner who can influence adoption of standardized processes and governance.

Nice-to-Have (If Applicable)

• Experience creating dashboards/operational reporting for ITSM metrics (e.g., SLA performance, MTTR, change success rate).
• Experience supporting enterprise-scale or regulated environments.