SME - Change Management, ServiceNow

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

The Change Manager is responsible for governing the IT Change Management process, ensuring changes are assessed, authorized, scheduled, implemented, and reviewed to minimize risk. This role requires strong knowledge of ITIL Change Enablement, ServiceNow, and stakeholder management.

Responsibilities

Manage the complete lifecycle of Normal, Standard and Emergency Changes.
Review change requests for completeness, technical/business impact, risk, implementation plan, testing evidence, rollback plan and approvals.
Ensure adherence to organizational Change Management policies and processes.
Facilitate and chair Change Advisory Board (CAB) meetings.
Coordinate Emergency CAB (ECAB) reviews for urgent changes.
Ensure appropriate stakeholders and technical teams review high-risk or business-critical changes.
Maintain and review the Forward Schedule of Changes / Change Calendar.
Identify potential scheduling conflicts and dependencies between changes.
Coordinate change freeze periods and critical business-event restrictions.
Track successful, failed, backed-out and unauthorized changes.
Ensure failed and high-risk changes undergo appropriate Post Implementation Reviews.
Work closely with Incident and Problem Management teams where changes result in service disruption.
Produce Change Management dashboards and KPI reports.
Drive continual improvement of the Change Management process.

Requirements

Strong understanding of ITIL Change Enablement/Change Management.
Experience managing enterprise CAB and ECAB processes.
Experience with ServiceNow Change Management or similar ITSM platforms.
Strong knowledge of: Change risk assessment, Impact analysis, Change calendar management, Change conflicts, Implementation and rollback planning, Post Implementation Review.
Understanding of infrastructure technologies, cloud platforms, applications and production environments.
Strong stakeholder management and governance skills.

Desired Qualifications

ITIL 4 Foundation certification.
ITIL Practitioner/Managing Professional exposure is advantageous.
ServiceNow Change Management experience

Benefits

Supercharge your potential.
Find your career.
Find your spark.

Skills

ServiceNowITILChange ManagementImpact AnalysisRisk AssessmentStakeholder Management

#ITIL#Change Management#ServiceNow#CAB#ECAB#ITSM

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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