Process Analyst – ServiceNow Change Management

Location

United States

Type

Contract

Duration

Through Dec 31, 2026

Start Date

Immediate

Skills

ServiceNow, ITIL, IT Service Management ITSM, Change Management, Business Analysis, Stakeholder Management, CMDB, CAB, KPI Reporting, Leadership

Reference #

Job-11811

Job Description

We are looking for a highly skilled ServiceNow Process Owner with deep expertise in IT Change Management to lead the strategy, governance, and continuous improvement of our enterprise change processes. This role is ideal for someone who understands both the technical capabilities of ServiceNow and the organizational discipline required to run a mature, well controlled Change Management function.

* Duration: 9 months (through end of year)
* Start: ASAP
* Location: Remote from the United States, will support EST
* W2 Contract: 30 hours per week (6 hours Monday through Friday)

Key Responsibilities

Process Ownership & Governance
* Own the end to end Change Management process, ensuring alignment with ITIL best practices and organizational policies.
* Develop and maintain process documentation, workflows, standards, and KPIs.
* Establish governance structures, including CAB (Change Advisory Board) facilitation and approval workflows.
* Ensure process compliance and risk mitigation across all change activities.

ServiceNow Platform Leadership
* Serve as the primary process expert for the ServiceNow Change Management module.
* Translate business and operational needs into functional requirements for platform enhancements.
* Partner with ServiceNow developers, architects, and platform owners to design scalable, user friendly solutions.
* Identify automation opportunities and drive continuous platform optimization.

Stakeholder Engagement
* Collaborate with IT leadership, engineering teams, and business stakeholders to ensure consistent adoption of the Change Management process.
* Provide training, communication, and guidance to teams executing changes.
* Act as a trusted advisor on change risk, scheduling, and process adherence.

Continuous Improvement
* Monitor process performance, analyze trends, and identify opportunities for improvement.
* Lead rootcause analysis for failed or unauthorized changes.
* Implement improvements that enhance efficiency, reduce risk, and strengthen operational stability.

Required Qualifications
* 5+ years of experience working with ServiceNow in a process owner, business analyst, or ITSM leadership role.
* Strong, hands-on experience with Change Management in an enterprise environment.
* Solid understanding of ITIL v3/v4 principles.
* Proven ability to design, document, and optimize ITSM processes.
* Experience partnering with technical teams to implement ServiceNow enhancements.
* Excellent communication, facilitation, and stakeholdermanagement skills.

Preferred Qualifications
* ServiceNow certifications (e.g., CSA, CISChange Management, ITSM).
* Experience with related modules such as Incident, Problem, CMDB, or Discovery.
* Background in regulated or complex environments (e.g., finance, healthcare, government).
* Experience leading CAB meetings or similar governance forums.

What Success Looks Like
* A well governed, efficient, and consistently followed Change Management process.
* Strong adoption and satisfaction among engineering and operations teams.
* Reduced changerelated incidents and improved service stability.
* A ServiceNow environment that supports automation, transparency, and continuous improvement.

Please apply today! #LI-DNI #LI-Remote

For more information, please email: Job-11811@thecarreraagency.com