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Brief Description

The position is responsible for analyzing existing change, configuration, and release management processes, identifying gaps, and driving the implementation of an improved vision.

Therefore, the candidate must have extensive experience in ServiceNow.

Responsibilities:

Collaborate with various stakeholders to understand existing configuration, change, and release management processes.

The individual will Identify gaps, inefficiencies, and improvement opportunities.

Assess the current use of ServiceNow and identify opportunities to expand its use to improve workflows.

Develop strategy and roadmap for executing improvements and recommended solutions.

Work closely with the Office of Technology department groups and Authority business units to ensure the roadmap aligns with IT and corporate strategies.

The individual shall establish and maintain governance over the entire change process, ensuring alignment with ITIL best practices.

Assist in developing and implementing updated change management policies, standards, and procedures that enforce risk management and minimize disruption.

Collaborate with technical teams to ensure configuration management practices are integrated into the change process.

The individual shall introduce improved controls for tracking changes, ensuring proper documentation, testing, and approvals are enforced.

Qualification And Experience

7 years of progressively responsible experience in leading change, configuration, and release management process within an IT environment.

Strong knowledge of ITIL best practices (certification preferred).

Experience in analyzing and improving ServiceNow implementations.

Experience with change management policy.

Demonstrated experience to drive modernization and transformation.

Strong analytical skills to assess current processes, identify gaps, and propose solutions.