Senior IT Change Management & ServiceNow Lead

Jefferson Health; Allentown (Lehigh County); On-site; USD 85,000 - 120,000; Full time

Job summary

Thomas Jefferson University is seeking a Senior Analyst IT Change Management – ServiceNow to lead ITSM process design, implementation, and continuous improvement across the organization. You will drive governance, operational excellence, and automation initiatives in line with ITIL practices, collaborating with senior leaders on large-scale projects.

The role focuses on incident, change, request, problem, and knowledge management; candidates should have ITIL expertise, 5+ years experience, and

Qualifications

• ITIL and ITSM expertise essential.
• Experience driving process improvement and change management initiatives.
• Strong stakeholder management and communication skills.

Responsibilities

• Owns ITSM processes (incident, change, request, problem, knowledge) ensuring documentation and ITIL alignment.
• Drives initiatives to standardize workflows, automate, and improve service quality.
• Analyzes KPIs, SLAs, and metrics to identify automation opportunities.
• Leads process review sessions with IS&T teams and stakeholders.
• Implements ITSM updates and trains staff on standard procedures.

Skills

ITIL & ITSM

Process improvement

Stakeholder management

Change management

Data analysis

Education

Bachelor’s Degree

ITIL Foundations

Tools

ServiceNow

CSA Certification

Job description

Thomas Jefferson University is seeking a Senior Analyst IT Change Management – ServiceNow to lead ITSM process design, implementation, and continuous improvement across the organization. You will drive governance, operational excellence, and automation initiatives in line with ITIL practices, collaborating with senior leaders on large-scale projects.

The role focuses on incident, change, request, problem, and knowledge management; candidates should have ITIL expertise, 5+ years experience, and