Regional Change Manager

Work Location: Buffalo, NY
Work Mode: On-site (5 days in office for at least 6–12 months)

About the Role

Seeking an experienced ServiceNow Change Management Specialist to optimize our end-to-end change management process supported by ServiceNow. The candidate will ensure all technology changes are consistently assessed, documented, approved, and implemented at pace with clear governance and managed/minimized business risk.

Responsibilities

• Operate and continuously improve the end-to-end Change Management process in ServiceNow.
• Validate our highest risk and highest impact change requests for completeness, risk, and policy adherence.
• Facilitate the AI automation of Change review.
• Facilitate and/or support CAB meetings with the right representation and clear decision documentation and tracking of follow-up instructions.
• Manage the change calendar—spot conflicts, honor blackout periods, and reduce scheduling risk.
• Support KPI reporting on change performance (e.g., emergency rate, failure rate, unplanned downtime, change duration).
• Act as the ServiceNow Change module SME, including configuration, workflow design, approval routing, and integrations across Incident and Problem domains.
• Configure and maintain workflows, approvals, notifications, and forms; ensure data integrity across related tables (e.g. CSDM, CMDB).
• Partner with platform/development teams to drive enhancements, automation, and integrations that improve efficiency (e.g. AI automation of tasks to uplift Change Manager productivity).
• Ensure accurate CI, Service and Service Offering usage for each change.

Stakeholder Engagement

• Serve as the US go-to point of contact for change management questions across IT teams.
• Build strong operating rhythm with CAB stakeholders (Board Members), ensuring decisions are timely, well-recorded, and enforceable.
• Partner closely with Incident and Problem Management to align ITSM processes and reduce change-related incidents. Ultimately drive MTTR lower.
• Communicate policy and process updates clearly to both technical and non-technical audiences.

Requirements

• Experience in a financial services industry (banking and trading highly desirable).
• 8+ years in IT Service Management with a strong emphasis on Change Management/Change Enablement.
• ServiceNow experience from a service provider perspective, not the service consumer’s perspective.
• Proven experience supporting or facilitating CAB processes.
• Working knowledge of CMDB structure and CI relationships.
• Strong analytical capability—able to interpret change/incident data and identify patterns and trends. Looking for someone to pull the “so what” out of a data analysis and effectively communicate it to a diverse audience.
• Excellent written and verbal communication, including the ability to explain process and technical topics to non-technical and executive stakeholders.
• Experience producing dashboards/reporting in ServiceNow (Performance Analytics and reporting module).
• Strong alignment to ITIL best practices and internal governance expectations.

Qualifications

• Required: ITIL 4 Foundation certification.
• Strongly preferred: ITIL 5 Foundation.
• Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plus.
• Nice to have: ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM. Current coursework in ServiceNow ITSM modules.

Desired Qualifications

• Experience driving change automation.
• Firm grasp on DevOps/CI-CD change.

Desired Results

• A measurable reduction in unauthorized and emergency changes.
• Improved change success driving fewer change-related incidents.
• Audit-ready change records with accurate documentation and on-demand reporting that stands up to scrutiny.

Pay

$100K/Yr - $130K/Yr Base + Annual Bonus