Job Description

ServiceNow’s Global Cloud Services team is seeking an experienced Change Manager (ITIL) to provide day-to-day support for the ITIL Change Management process in our San Diego, CA location. If you are a professional who thrives in a dynamic, ever-changing environment with experience in process, quality improvements, documentation, training, reporting and analytics, we want to speak with you!

WHAT YOU GET TO DO IN THIS ROLE:

• Serve as Change Manager, a trusted partner in our Global Cloud Services team
• Proactively collaborate with Senior Management and peer Change Managers to assess and identify needed Change Management process improvement opportunities
• Proactively collaborate with other Knowledge Management peers to manage Change Management article feedback, maintenance and the curation of published Knowledge article content
• Provide training, coaching and guidance of Change Management process to Global Cloud Services team
• Review requests for change (RFCs) to ensure appropriate rigor, discipline, consistency and predictability is applied across the entire organization with respect to how RFCs are submitted, reviewed, approved and executed to include Post Implementation Reviews (PIR)
• Create, analyze, and report on metrics to measure Change Management process adherence
• Play a key role in defining requirements and participating in large scale/high visibility programs and projects, allowing Global Cloud Services to effectively deliver scalable infrastructure solutions
• Chair the Change Advisory Board (CAB) meeting, produce the meeting agenda and distributing 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.

PLEASE NOTE:  This position will support our US Federal Government customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.  Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE

• Located in San Diego, California
• 4+ years of professional ITIL Change Management experience; demonstrate in-depth knowledge of ITIL Change Management processes, principles, methods and techniques is required
• Knowledge Base Management experience is a plus
• Intermediate knowledge of HTML is a plus
• Excellent written skills in English
• Solid in-person and remote presentation skills
• Strong organizational skills, accuracy and attention to detail
• Effective communicator, able to convey ideas in a clear, concise manner both verbally and in writing
• Provide after hours and weekend on-call support for escalated situations; participates in on-call rotation with other Change Managers in other regions
• A strong desire for continuous improvement and driven to achieve goals
• The ability to learn quickly, be curious, open to feedback and highly adaptable
• ITIL Foundation Certification or equivalent knowledge of ITIL/ITSM
• Desired Skills:
• Experience managing content in SharePoint-including team sites
• Experience with Photoshop or similar graphic design packages
• Previous experience with ServiceNow products
• License/Bachelor degree or the equivalent in education and experience

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Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.