Full Job Description Location:

Buffalo, NY (In-person)

Experience:

Years Employment Type:

Full-Time /

Contract Position Overview:

We are seeking an experienced Change Management Specialist with strong ServiceNow and IT Service Management (ITSM) expertise to manage and continuously improve the end-to-end technology change management process. The ideal candidate will have hands-on experience with ServiceNow Change Management, CAB processes, ITIL practices, CMDB, change governance, reporting, and automation . This role will focus on ensuring technology changes are properly assessed, documented, approved, and implemented while minimizing business and operational risk. Key Responsibilities Manage and continuously improve the end-to-end Change Management process in ServiceNow . Review high-risk and high-impact changes for completeness, risk, and policy compliance. Facilitate and support Change Advisory Board (CAB) meetings, including decision tracking and follow-ups. Manage the change calendar, identify scheduling conflicts, and ensure adherence to blackout periods. Monitor and report change KPIs including change failure rate, emergency changes, unplanned downtime, and change duration . Serve as the ServiceNow Change Management SME , supporting workflows, approval routing, configuration, and integrations. Configure and maintain ServiceNow workflows, forms, notifications, and approvals while ensuring data integrity across CMDB and CSDM . Partner with development and platform teams to implement automation and process improvements, including AI-enabled change review and automation . Ensure accurate use of Configuration Items (CIs), Services, and Service Offerings. Collaborate with Incident and Problem Management teams to reduce change-related incidents and improve MTTR . Stakeholder Management Serve as the primary point of contact for Change Management across U.S. IT teams. Establish an effective operating rhythm with CAB stakeholders and ensure timely, well-documented decisions. Communicate change policies, processes, and updates to both technical and non-technical stakeholders. Analyze change and incident data to identify trends, patterns, and opportunities for improvement. Must-Have Qualifications 8+ years of IT Service Management experience , with strong emphasis on Change Management/Change Enablement. Strong hands-on ServiceNow experience from a service provider perspective . Proven experience supporting or facilitating CAB processes . Strong understanding of CMDB structure and Configuration Item relationships . Experience with ServiceNow Performance Analytics and reporting . Strong analytical and problem-solving skills with the ability to translate data into actionable insights. Excellent written and verbal communication skills, including executive-level stakeholder communication. Strong understanding of ITIL practices and IT governance . Certifications -

Required:

ITIL 4

Foundation Preferred:

ITIL 5 Foundation ServiceNow Certified System Administrator (CSA) ServiceNow

CIS-ITSM ITIL

Practice Manager or Managing Professional COBIT 5 certification Current coursework or hands-on training in ServiceNow ITSM modules is also a plus. Good-to-Have Skills Experience in financial services , particularly banking or trading. Experience implementing change automation . Understanding of DevOps and CI/CD change management . 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