​IT Change Management Team Lead – Austin, Santa Clara, Boston, Atlanta

The IT Change Management Team Lead will lead the charge in ServiceNow enhancements and initiatives. As we grow and mature, we need to ensure scalable, process driven workflows are built into our planning, prioritizing, and executing of new functionality. This role will drive the day to requests/inquiries to fulfillment. Working closely with the development teams to prioritize, align, and determine dependencies, risk, and timelines. This person will outline best practice, understand existing and future functionality in ServiceNow and help to path the way to a leaner more efficient Change Management.

The Change Process Analyst will:

• Be able to manage high volume of requests/inquiries and prioritize them as needed.
• Drive and align cross-functional teams for tool enhancement rollouts, ensure audit, training, documentation needs are met.
• Formulate and define specifications and modifications for the ServiceNow platform in terms of business needs and applying that to Enterprise organizational objectives and provide technical leadership for planning, designing, upgrading, installing, testing, implementing, documenting, and maintaining the ServiceNow platform
• Provide and drive detailed requirements to the development team.
• Develop roadmaps, track risk and dependencies for all enhancements and possible dependencies.
• Collaborate with Change Team to communicate, plan and organize a rollout to Change Uses.
• Work Cross-functionally with other Service Management towers to ensure data integrity and risk adherence is done.
• Day-to-day management of IT Change Management Jira board
• Facilitate training sessions for New Hires, Lunch n Learns, Q&A sessions
• Participate in planning, testing and rollout of new enhancements
• Need a thorough understanding of ITIL/ITSM Processes with deep knowledge of Incident, Problem, Change, and Release
• Ability to advocate and train all levels of IT and Business employees on ServiceNow platform and Processes.
• Strong understanding of ITSM tool and processes.
• Collaborate with other IT and Business staff to guide Service Management best practices guidance.

In addition, the Change Process Analyst will be expected to have:

• Strong understanding and experience with Change processes
• Ability to define and look for ways to improve the process, efficiency, and effectiveness
• Strong Presentation skills, ability to speak end to end of process, and benefits
• Understanding of ITIL, Agile and COBIT frameworks
• Ability to communicate with Service Management towers
• Strong knowledge of how ITSM processes interact cross-functionally.
• Be a self-starter, jump in and assist the team as needed to meet deliverables and timelines.
• Ability to speak to answer end to end process questions, be able to solution and provide process improvement solutions, workflows, and benefits.
• Strong organization and presentation skills

Qualifications:

• Bachelor’s Degree in computer science or related field
• Information Technology Infrastructure Library (ITIL) 2, 3 or 4 foundational certifications Upon Hire required
• ServiceNOW Certified System Administrator Upon Hire required
• 8 + years of IT experience with 5+ or more years in IT service management.
• ITIL and/or COBIT foundation certified.
• Experience with an ITSM solution (preferably Service Now).
• 2-4 years of experience working with engineers or in a DevOps Model.
• 2-4 years of experience working in an Agile Team.