Servicenow Configuration and Change manager

Our client is seeking a dedicated and experienced individual to fulfil the dual role of Change Manager and Change Configuration Analyst. This position is pivotal in ensuring the effective management of change and configuration processes within our recently deployed ServiceNow platform, aligned with ITIL best practices.

In this strategic role as a gatekeeper, the successful candidate will ensure that only high-quality changes aligned with operational and business requirements are deployed into the production environment. The individual will play a crucial role in maintaining platform integrity, overseeing change requests, and ensuring the accuracy of configuration management data, all while fostering a culture of collaboration and continuous improvement.

The ideal candidate will be required to maintain regular dialogue with internal customers and stakeholders to proactively identify and address potential issues that could impact the business.

Duties

Change Management

• Oversee the end-to-end Change Management process, ensuring minimal disruption to IT services.
• Evaluate and assess change requests to ensure compliance with business objectives, risk mitigation, and ITIL standards.
• Conduct Change Advisory Board (CAB) meetings, engaging stakeholders to review and approve change requests.
• Monitor and report on change implementation, identifying areas for improvement in the process.
  
  

Configuration Management

• Manage the ServiceNow Configuration Management Database (CMDB) to maintain accurate and reliable data.
• Ensure proper relationships between configuration items (CIs) and their dependencies.
• Conduct regular audits and data quality checks to ensure CMDB integrity.
• Develop and enforce governance policies for configuration management.
  
  

ServiceNow Administration

• Support the ServiceNow platform's functionality to align with organisational needs
• Collaborate with the ServiceNow development team to design, configure, and maintain workflows related to change and configuration processes.
• Identify opportunities to leverage platform capabilities for process automation and optimisation.
  
  

Stakeholder Engagement

• Act as a key liaison between IT, business units, and vendors for change and configuration management activities.
• Provide training and support to stakeholders to ensure adherence to processes and standards.
  
  

This list of duties and responsibilities is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this role. As such, the role may also include the undertaking of additional tasks and evolve in time.

Minimum Qualifications

• ITIL Specialist: Plan, Implement, and Control
• ITIL Practitioner: Service Configuration Management
• Information Technology / Computer Science (degree or certifications).
  
  

Optional Qualifications

• ServiceNow Certified Implementation Specialist (CIS) – Change Management or CMDB.
• Additional certifications in ServiceNow or ITIL.
  
  

Experience

Experience required

• 5+ years of experience in ITIL-based Change and Configuration Management roles.
• 3+ years of proven experience with ServiceNow, specifically in Change Management and CMDB modules.
• Strong knowledge of IT service management processes and frameworks.
  
  

Experience Preferred

• Experience in initiating and chairing Emergency Change (ECAB) approval meetings.
• Experience in a multinational organisation, managing cross-functional teams.
• Proficiency in ServiceNow scripting and customisation, with a focus on developing and maintaining scalable solutions tailored to organisational needs.
• Strong understanding of data governance and compliance requirements.
  
  

Competencies and Attributes

Competencies & attributes

• Excellent organisational skills and attention to detail.
• Strong analytical and problem-solving abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Exceptional communication and stakeholder management skills.
• Commitment to continuous improvement and innovation.
• Proactive and adaptable mindset.
• High level of self-motivation and accountability.