ServiceNow Change Management Analyst

Role Overview

We are looking for a ServiceNow Change Management Analyst to manage and support the configuration and day-to-day operations of the ServiceNow ITSM platform, with a focus on Change Management. The successful candidate will be responsible for maintaining change processes, resolving system issues and implementing approved enhancements to improve workflow efficiency and operational performance.

Key Responsibilities

• Provide ongoing administration and technical support for the ServiceNow ITSM Change Management module.
• Configure and maintain change workflows, approval mechanisms, change models, assignment rules and automated notifications.
• Ensure the effective operation of Standard, Normal and Emergency Change processes.
• Manage system configurations, including forms, fields, Business Rules, UI Policies and other related components.
• Work closely with Change Managers, CAB members and technical stakeholders to address system issues and improve change processes.
• Analyse and resolve issues related to change requests, approval routing, notifications and workflow execution.
• Implement system enhancements and configuration updates in line with approved business requirements.
• Assist with functional testing, UAT, system releases and deployment activities.
• Prepare and update technical documentation, configuration details and operational procedures.
• Develop and maintain reports, dashboards and performance metrics to monitor Change Management activities.

Requirements

• Diploma or Degree in Information Technology, Computer Science or a related field.
• At least 3 years of relevant experience in ServiceNow administration, configuration or technical support.
• Hands-on experience supporting and configuring the ServiceNow ITSM Change Management module.
• Familiarity with ITIL principles and Change Management processes.
• Knowledge of ServiceNow Flow Designer, workflow configuration, Business Rules, Client Scripts and UI Policies.
• Strong analytical and troubleshooting abilities, with a systematic approach to resolving technical issues.
• Effective communication and interpersonal skills, with the ability to coordinate with both business users and technical teams.

Preferred Skills and Certifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) or other relevant certifications.
• Previous experience supporting ServiceNow in a large enterprise environment.
• Basic understanding of JavaScript and ServiceNow scripting.
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