ITSM Change Manager
$128,960–$128,960 year
On-siteGlen Allen, Virginia, United States
Job Summary
Oversee end-to-end IT Change Management processes, developing policies aligned with ITIL standards and ensuring regulatory compliance. Review change impacts and risks, then coordinate planning, testing, and implementation with global technical teams and stakeholders. Lead Change Advisory Board meetings using the CAB Workbench to evaluate and approve changes while maintaining comprehensive documentation of requests and post-implementation reviews. Identify process improvements, document user stories, and complete UAT testing within agile frameworks like Scrum or Kanban. Collaborate with the Configuration Manager to update the CMDB and liaise with Incident Managers to prevent service disruption. Facilitate post-implementation reviews for failed, emergency, and expedited changes while owning the forward change schedule and release calendar.
Required Qualifications
- Minimum 5 years of experience in IT Change Management or a related IT Service Management role
- Experienced in using multiple risk models
- demonstrated experience of working with scalable change processes
- driving adoption
- ITIL v3 or ITIL 4 Foundation certification
- Experienced working with the IT Change Management Module in ServiceNow
- implementing standard processes
- Experience working in a project-based environment (Scrum, Kanban, or similar agile frameworks)
- ability to identify process improvements
- document user stories
- perform user acceptance testing (UAT)
- Strong understanding of IT infrastructure
- software development
- IT operations
- Ability to assess complex IT changes
- potential impact on business operations
- Excellent verbal and written communication skills
- ability to convey technical concepts to non-technical stakeholders
- Experience leading cross-functional teams
- managing stakeholders at all levels
- Strong problem-solving skills
- ability to make decisions under pressure
- High level of attention to detail
- commitment to maintaining accurate records
- Demonstrated examples of driving automation of the process for efficiency
- Experience with IT Service Management tools (e.g., ServiceNow, BMC Remedy)
- Experience in a large enterprise environment
- in a regulated industry
Desired Qualifications
- advanced ITIL certifications
- Preferred degree in information technology
- Computer Science
- or related field
- Ability and experience of working in a global environment
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