Change Manager – Federal

Change Manager – Federal

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Bachelor’s degree or the equivalent in education and experience.
• ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM.
• 4+ years of professional ITIL Change Management experience; demonstrate in-depth knowledge of ITIL Change Management processes, principles, methods and techniques.
• At least 3 years of experience in managing/supporting enterprise-level software applications.
• Requires 3 years of business analyst experience of which at least 2 years mainly in business analysis with a focus on gathering requirements, process improvements and solution design.
• Strong facilitation, communication, and influencing skills.
• High energy, self-starter, hungry for learning new technologies and ability to promote transformational and sustainable change.
• The ability to learn quickly, be curious, open to feedback and be highly adaptable.

Responsibilities

• Promote and consistently support the change management process on a global scale.
• Advocate for our ServiceNow customers while balancing the needs of our Global Cloud Services business.
• Partner and collaborate with internal stakeholders, external partners and customers globally to advocate process improvements and implement effective and resilient solutions.
• Proactively collaborate with Management and peer Change Managers to ensure we meet objectives, key results, and our company priorities.
• Conduct training, coaching and provide guidance of the Change Management process to our Change community.
• Participate in multiple cross-functional projects while maintaining the necessary balance of running day to day tasks.
• Play a key role in requirement gathering and participating on large-scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions.
• Actively facilitate the creation of documentation and other Knowledge resources, while driving compliance with established Knowledge Management policies, practices and standards.
• Chair meeting with the highest level of professionalism, produce the meeting agenda and distribute meeting minutes to stakeholders.
• Participate in external and internal audits as the subject matter expert for Global Cloud Services Change Management, demonstrating adequacy and effectiveness of internal change controls.

Preferred Qualifications

• Strong business partnership experience is preferred, with a proven track record of successfully driving cross-functional initiatives, enhancements and support issues.
• Occasional travel may be required.