Operate and continuously improve ServiceNow-based change management: validate high-risk changes, facilitate CABs, manage change calendar, configure the Change module and integrations, produce KPI reporting, drive automation and DevOps/CI-CD alignment, partner with Incident and Problem teams, and ensure audit-ready change records with accurate CI/Service usage.
An experienced ServiceNow Change Management Specialist to optimize our end-to-end change management process supported by ServiceNow. The candidate will be expected to ensure all technology changes are consistently assessed, documented, approved, and implemented at pace with clear governance and managed/minimized business risk.
Work Location: Buffalo, NY
Work Mode: Hybrid (3 days/week in office)
Salary Range: $100K/Yr - $130K/Yr Base + Annual Bonus
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process
For more information on benefits and what we offer please visit us at US Careers and Benefits
ResponsibilitiesKey Responsibilities
- Operate and continuously improve the end-to-end Change Management process in ServiceNow.
- Validate our highest risk and highest impact change requests for completeness, risk, and policy adherence. Facilitate the AI automation of Change review.
- Facilitate and/or support CAB meetings with the right representation and clear decision documentation and tracking of follow-up instructions.
- Manage the change calendar—spot conflicts, honor blackout periods, and reduce scheduling risk.
- Support KPI reporting on change performance (e.g., emergency rate, failure rate, unplanned downtime, change duration).
- Act as the ServiceNow Change module SME, including configuration, workflow design, approval routing, and integrations across Incident and Problem domains.
- Configure and maintain workflows, approvals, notifications, and forms; ensure data integrity across related tables (e.g. CSDM, CMDB).
- Partner with platform/development teams to drive enhancements, automation, and integrations that improve efficiency (e.g. AI automation of tasks to uplift Change Manager productivity).
- Ensure accurate CI, Service and Service Offering usage for each change.
Stakeholder Engagement
- Serve as the US go-to point of contact for change management questions across IT teams.
- Build strong operating rhythm with CAB stakeholders (Board Members), ensuring decisions are timely, well-recorded, and enforceable.
- Partner closely with Incident and Problem Management to align ITSM processes and reduce change-related incidents. Ultimately drive MTTR lower.
- Communicate policy and process updates clearly to both technical and non-technical audiences.
Training and Certifications
- Required: ITIL 4 Foundation certification.
- Strongly preferred: ITIL 5 Foundation.
- Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plue.
- Nice to have: ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM. Current Course work in ServiceNow ITSM modules.
Required Qualifications
Experience in a financial services industry (banking and trading highly desirable)
- 9+ years in IT Service Management with a strong emphasis on Change Management/Change Enablement.
- ServiceNow, experience from a service provider perspective. Not the service consumer’s perspective.
- Proven experience supporting or facilitating CAB processes.
- Working knowledge of CMDB structure and CI relationships.
- Strong analytical capability—able to interpret change/incident data and identify patterns and trends. Looking for someone to pull the “so what” out of a data analysis and effectively communicate it to a diverse audience.
- Excellent written and verbal communication, including the ability to explain process and technical topics to non-technical and executive stakeholders.
- Experience producing dashboards/reporting in ServiceNow (Performance Analytics and reporting module).
- Strong alignment to ITIL best practices and internal governance expectations.
Desired Qualifications
- Experience driving change automation.
- Have a firm grasp on DevOps/CI-CD change
Training and Certifications
- Required: ITIL 4 Foundation certification.
- Strongly preferred: ITIL 5 Foundation.
- Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plue.
- Nice to have: ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM. Current Course work in ServiceNow ITSM modules.
Desired Results
- A measurable reduction in unauthorized and emergency changes.
- Improved change success driving fewer change-related incidents.
- Audit-ready change records with accurate documentation and on-demand reporting that stands up to scrutiny.
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