> Markdown version of [/jobs/ext/517698-change-manager](https://www.wearedevelopers.com/jobs/ext/517698-change-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Change Manager - **Company:** Gravity Hair Salon, LLC - **Location:** Boca Raton, FL, United States - **Experience:** Expert - **Salary:** $125,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** Information Systems, Mttr, Information Technology, Servicenow - **Published:** June 4, 2026 - **Apply:** https://www.gravityitresources.com/job/9260-change-manager/?job-search=yes ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Microservices? 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