ServiceNow Change Management Lead | ITIL & CAB Expert

Nova Web Technologies LLC; Buffalo (NY); On-site; USD 110,000 - 140,000; Full time

Job summary

Nova Web Technologies LLC in Buffalo, NY is seeking an experienced Change Management Specialist with strong ServiceNow and ITSM expertise to manage and continuously improve the end-to-end technology change process.

You will lead ServiceNow Change Management, CAB operations, CMDB accuracy, ITIL governance, and analytics to minimize risk while enabling reliable changes across IT services. The role also involves driving automation initiatives and collaborating with development and platform teams.

Qualifications

• 8+ years of IT Service Management experience with Change Enablement.
• Hands-on ServiceNow Change Management experience.
• Experience facilitating CAB processes.
• Strong CMDB understanding and ITIL governance.
• Experience with ServiceNow Performance Analytics and reporting.
• Excellent written and verbal communication, including executive stakeholders.
• Current ITIL 4 Foundation certification.

Responsibilities

• Manage and continuously improve the end-to-end Change Management process in ServiceNow.
• Review high-risk and high-impact changes for completeness, risk, and policy compliance.
• Facilitate and support Change Advisory Board (CAB) meetings, including decision tracking and follow-ups.
• Manage the change calendar, identify scheduling conflicts, and ensure adherence to blackout periods.
• Monitor and report change KPIs including change failure rate, emergency changes, unplanned downtime, and change duration.
• Serve as the ServiceNow Change Management SME, supporting workflows, approval routing, configuration, and integrations.
• Configure and maintain ServiceNow workflows, forms, notifications, and approvals while ensuring data integrity across CMDB and CSDM.
• Partner with development and platform teams to implement automation and process improvements, including AI-enabled change review and automation.
• Ensure accurate use of Configuration Items (CIs), Services, and Service Offerings.
• Collaborate with Incident and Problem Management teams to reduce change-related incidents and improve MTTR.

Skills

ITSM Experience

Change Management

ServiceNow

CAB processes

ITIL practices

Data analytics

Executive communication

IT governance

Tools

ServiceNow Performance Analytics

CMDB

CSDM

Automation tooling

Job description

Nova Web Technologies LLC in Buffalo, NY is seeking an experienced Change Management Specialist with strong ServiceNow and ITSM expertise to manage and continuously improve the end-to-end technology change process.

You will lead ServiceNow Change Management, CAB operations, CMDB accuracy, ITIL governance, and analytics to minimize risk while enabling reliable changes across IT services. The role also involves driving automation initiatives and collaborating with development and platform teams.