Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

ServiceNow’s Global Cloud Operations team is seeking an experienced Change Manager (ITIL) to provide day-to-day operational support of the Change Management process in our San Diego location. If you are a professional who thrives in a dynamic, ever-changing environment with experience in process, quality improvements, documentation, training, reporting and analytics, we want to speak with you!

What you get to do in this role:

• Serve as the primary Change Manager and a trusted partner to our local operation teams.
• Work proactively and collaboratively with the Senior Manager of Change Management to assess and identify needed process improvement opportunities.
• Review requests for change to ensure appropriate rigor, discipline, consistency and predictability is applied across the entire organization with respect to how changes are submitted, reviewed, approved and executed.
• Chair the Change Advisory Board (CAB) meeting, produce the meeting agenda and distribute meeting minutes to stakeholders.
• Provide training, coaching and guidance to customers of change management process.
• Interface with subject matter experts, service owners, regional and global peers to meet process needs across multiple cross-functional teams.
• Participate in external customer and internal audits as the subject matter expert for Change Management, demonstrating adequacy and effectiveness of internal controls in a regulated market environment.
• Play a key role in defining requirements and participating in large scale projects, allowing Change Management to effectively support the delivery of scalable infrastructure solutions

Qualifications

• 7+ years of professional ITILv3 Change Management experience; demonstrate in-depth knowledge of IT Change Management processes, principles, methods and techniques.
• Significant experience preparing audit work papers and reports with minimal supervision.
• Significant experience authoring and maintaining process-related documentation; policies, SOPs and work instructions.
• Experience working in a fast-paced, results-oriented, data-driven environment.
• 2 years Release Management experience.
• Experience working with DevOps so familiar with the increase in speed to deliver Changes through a fast-paced Release cycle.
• Ability to work independently and in a team environment.
• Strong organizational skills, accuracy and attention to detail.
• Effective communicator, able to convey ideas in a clear, concise manner both verbally and in writing.
• Provide after hours and weekend on-call CAB support for escalated change to implement; participates in on-call rotation with other Change Managers.
• A strong desire for continuous improvement and driven to achieve goals.
• Will participate in testing feature improvements to the ServiceNow Change Management application.
• The ability to learn quickly, be curious, open to feedback and highly adaptable.
• BS/BA degree in computer science or related discipline is preferred

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.