Change Management Specialist - ServiceNow

6–12+ month contract hybrid role in Buffalo, NY (up to 5 days on-site). W2 employee of Lighthouse Technology Services.

Responsibilities

• Operate and continuously improve the end-to-end Change Management process in ServiceNow
• Validate highest risk and impact change requests for completeness, risk, and policy adherence
• Facilitate AI automation of Change review to uplift Change Manager productivity
• Facilitate and support CAB meetings with clear decision documentation and follow-up tracking
• Manage the change calendar by spotting conflicts, honoring blackout periods, and reducing scheduling risk
• Serve as ServiceNow Change module SME for configuration, workflow design, and approval routing
• Configure and maintain workflows, approvals, notifications, and forms ensuring data integrity across CSDM and CMDB
• Partner with platform and development teams to drive enhancements, automation, and integrations
• Support KPI reporting on change performance including emergency rate, failure rate, and unplanned downtime
• Collaborate with Incident and Problem Management to align ITSM processes and drive MTTR lower

Requirements

• 5+ years in IT Service Management with strong emphasis on Change Management and Change Enablement
• ServiceNow experience from a service provider perspective, not the service consumer’s perspective
• Proven experience supporting or facilitating CAB processes
• ITIL 4 Foundation certification required; ITIL 5 Foundation strongly preferred
• Working knowledge of CMDB structure and CI relationships
• Strong analytical capability to interpret change and incident data and identify patterns and trends
• Experience producing dashboards and reporting in ServiceNow Performance Analytics
• Excellent written and verbal communication with ability to explain technical topics to non-technical and executive stakeholders
• Experience in financial services industry with banking and trading highly desirable

Pay

$60–68/hr