Sr. ServiceNow Developer, ITSM, Change Management

TEEMA; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company is seeking an IT Change Manager to oversee the Change Management process. The ideal candidate will chair Change Advisory Board meetings, coordinate with multiple stakeholders, and ensure compliance with policies and audit requirements. This role involves monitoring metrics for continuous improvement and supporting major incident recovery.

Qualifications

• Experience with IT Change Management processes.
• Proficient in ITSM tools, particularly ServiceNow.
• Strong skills in risk assessment and stakeholder engagement.

Responsibilities

• Manage end-to-end IT Change Management process.
• Chair regular Change Advisory Board (CAB) meetings.
• Monitor change metrics and report on KPIs.

Skills

Change Management

Stakeholder Coordination

Risk Assessment

Continuous Improvement

Tools

ServiceNow

Job description

Manage the IT Change Management process end-to-end.

Evaluate and authorize change requests (RFCs) and ensure changes are categorized, prioritized, and scheduled appropriately.

Chair regular Change Advisory Board (CAB) meetings.

Coordinate with stakeholders, technical teams, and business units to assess risk and impact for proposed changes.

Ensure compliance with change policies, procedures, and audit requirements.

Monitor and report on change metrics and KPIs (e.g., success rate, back-out ratio).

Lead post-implementation reviews and ensure continuous improvement of the change process.

Support major incident recovery by assessing emergency changes and participating in incident reviews.

Liaise with Release, Incident, and Problem Management to ensure a holistic view of ITSM practices.

Maintain the Change Calendar and ensure visibility of upcoming and completed changes.

Experience working with ITSM tools such as ServiceNow