ServiceNow Change Manager — Governance, Automation & CAB Lead

EXL; Buffalo (NY); On-site; USD 100,000 - 130,000; Full time

Job summary

EXL in Buffalo, NY is seeking an experienced ServiceNow Change Management Specialist to optimize the end-to-end Change Management process supported by ServiceNow. You will ensure all technology changes are assessed, documented, approved, and implemented with strong governance and minimized business risk.

You will lead CAB facilitation, maintain the change calendar, and partner with Incident/Problem teams to reduce change-related incidents.

Qualifications

• 8+ years in IT Service Management with a strong emphasis on Change Management/Change Enablement.
• Experience with ServiceNow in a service provider context.
• Proven experience facilitating CAB processes and governing ITSM changes.

Responsibilities

• Operate and continuously improve the end-to-end Change Management process in ServiceNow.
• Validate high-risk/high-impact change requests for completeness, risk, and policy adherence; enable AI-assisted reviews.
• Facilitate CAB meetings with proper representation and documented decisions.

Skills

ITSM

Change management

ServiceNow

CAB

CMDB

Analytics

Communication

Tools

ServiceNow

Job description

EXL in Buffalo, NY is seeking an experienced ServiceNow Change Management Specialist to optimize the end-to-end Change Management process supported by ServiceNow. You will ensure all technology changes are assessed, documented, approved, and implemented with strong governance and minimized business risk.

You will lead CAB facilitation, maintain the change calendar, and partner with Incident/Problem teams to reduce change-related incidents.