Job Description

Minimum Education and Experience

• Bachelors degree in Computer Science, Information Technology, Business Administration, or related field; or an equivalent combination of education and experience.
• 3+ years of experience supporting ITSM processes, preferably Change, Release, or Incident Management.
• Proven experience using ServiceNow or another enterprise ITSM platform.
• Strong analytical and coordination skills with ability to manage multiple concurrent changes.

Preferred Qualifications

• ITIL v4 Foundation Certification (required or obtained within 6 months of hire).
• Experience facilitating or supporting CAB processes in a large IT organization.
• Familiarity with public-sector or enterprise-scale IT environments.
• Working knowledge of related ITSM processes (Incident, Problem, Configuration, Release).
• Strong written and verbal communication skills; ability to work across teams and communicate effectively with both technical and business stakeholders.

Key Responsibilities

• Coordinate the lifecycle of IT Change Requests (RFCs) ensuring accuracy, impact assessment, approvals, scheduling, and documentation.
• Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings; manage agendas, approvals, and meeting notes.
• Monitor and manage the change calendar to avoid conflicts and align changes with business and maintenance windows.
• Partner with Incident, Problem, and Service Level Management teams to maintain service stability.
• Generate and maintain ServiceNow reports and dashboards for change performance, compliance, and risk tracking.
• Track key performance indicators (e.g., change success rate, emergency changes, etc.) and identify opportunities for process improvement.
• Ensure compliance with governance, audit, and policy standards for all implemented changes.
• Support communication and stakeholder updates related to planned and emergency changes.
• Contribute to process documentation, knowledge base articles, training, and training materials to improve change management maturity.

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