ServiceNow Change Management Analyst

MCI IT SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

MCI IT SOLUTIONS PTE. LTD. in Singapore is seeking a ServiceNow Change Management Analyst to manage the configuration and day-to-day operations of the ServiceNow ITSM platform, with a focus on Change Management.

You will maintain change processes, resolve system issues, and implement approved enhancements to improve workflow efficiency and operational performance. Collaboration with Change Managers, CAB members, and stakeholders is essential for success.

Qualifications

• Diploma or degree in IT (information technology) or related field.
• At least 3 years of ServiceNow administration and Change Management experience.
• Hands-on experience configuring and supporting ServiceNow ITSM Change Management module.
• Familiarity with ITIL principles and Change Management processes.
• Knowledge of Flow Designer, workflow configuration, Business Rules, Client Scripts and UI Policies.
• Strong analytical, troubleshooting and communication skills.

Responsibilities

• Provide ongoing administration and technical support for the ServiceNow ITSM Change Management module.
• Configure and maintain change workflows, approval mechanisms, change models, assignment rules and automated notifications.
• Ensure the effective operation of Standard, Normal and Emergency Change processes.
• Manage system configurations, including forms, fields, Business Rules, UI Policies and other related components.
• Work closely with Change Managers, CAB members and technical stakeholders to address system issues and improve change processes.
• Analyse and resolve issues related to change requests, approval routing, notifications and workflow execution.
• Implement system enhancements and configuration updates in line with approved business requirements.
• Assist with functional testing, UAT, system releases and deployment activities.
• Prepare and update technical documentation, configuration details and operational procedures.
• Develop and maintain reports, dashboards and performance metrics to monitor Change Management activities.

Skills

Analytical thinking

Troubleshooting

Communication skills

Collaboration with stakeholders

ITIL knowledge

Education

Diploma or Degree in Information Technology

Tools

ServiceNow Flow Designer

ServiceNow Scripting

ServiceNow UI Policies

Business Rules

Client Scripts

Job description

Role Overview

We are looking for a ServiceNow Change Management Analyst to manage and support the configuration and day-to-day operations of the ServiceNow ITSM platform, with a focus on Change Management. The successful candidate will be responsible for maintaining change processes, resolving system issues and implementing approved enhancements to improve workflow efficiency and operational performance.

Key Responsibilities

• Provide ongoing administration and technical support for the ServiceNow ITSM Change Management module.




• Configure and maintain change workflows, approval mechanisms, change models, assignment rules and automated notifications.




• Ensure the effective operation of Standard, Normal and Emergency Change processes.




• Manage system configurations, including forms, fields, Business Rules, UI Policies and other related components.




• Work closely with Change Managers, CAB members and technical stakeholders to address system issues and improve change processes.




• Analyse and resolve issues related to change requests, approval routing, notifications and workflow execution.




• Implement system enhancements and configuration updates in line with approved business requirements.




• Assist with functional testing, UAT, system releases and deployment activities.




• Prepare and update technical documentation, configuration details and operational procedures.




• Develop and maintain reports, dashboards and performance metrics to monitor Change Management activities.

Requirements

• Diploma or Degree in Information Technology, Computer Science or a related field.




• At least 3 years of relevant experience in ServiceNow administration, configuration or technical support.




• Hands-on experience supporting and configuring the ServiceNow ITSM Change Management module.




• Familiarity with ITIL principles and Change Management processes.




• Knowledge of ServiceNow Flow Designer, workflow configuration, Business Rules, Client Scripts and UI Policies.




• Strong analytical and troubleshooting abilities, with a systematic approach to resolving technical issues.




• Effective communication and interpersonal skills, with the ability to coordinate with both business users and technical teams.

Preferred Skills and Certifications

• ServiceNow Certified System Administrator (CSA).




• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) or other relevant certifications.




• Previous experience supporting ServiceNow in a large enterprise environment.




• Basic understanding of JavaScript and ServiceNow scripting.