We are looking for an experienced ServiceNow Change Management Specialist for our client in Buffalo, NY.

The successful candidate will own and continuously improve the end-to-end IT Change Management process, from risk assessment and Change Advisory Board coordination to ServiceNow workflow configuration, ensuring that technology changes are implemented securely, efficiently, and with minimal disruption to enterprise operations.

What You’ll Do

Own, administer, and continuously improve the end-to-end Change Management process within ServiceNow, including standard, normal, and emergency changes.
Ensure that all technology changes are properly assessed, documented, approved, scheduled, and implemented in line with internal policies and governance requirements.
Review and validate change requests for completeness, risk, impact, implementation planning, and policy compliance before CAB review.
Facilitate or support Change Advisory Board meetings, ensuring appropriate stakeholder participation and accurate documentation of decisions.
Monitor the change calendar to identify scheduling conflicts, blackout periods, dependencies, and operational risks.
Track change success and failure rates and produce regular reports and dashboards covering key Change Management metrics.
Serve as the subject matter expert for the ServiceNow Change Management module.
Configure and maintain ServiceNow workflows, approval chains, notifications, forms, and routing rules.
Partner with ServiceNow platform and development teams to implement enhancements, integrations, and automation that improve process efficiency.
Maintain data quality and integrity across the Change Management module and related ServiceNow tables.
Support integration between Change Management and the CMDB, ensuring that affected configuration items are accurately identified and linked to each change.
Ensure that Change Management practices align with ITIL best practices and internal IT governance policies.
Support internal and external audits by providing process documentation, reports, evidence, and control records.
Identify recurring change-related risks, failure patterns, and process gaps, escalating them for technical or procedural remediation.
Support root-cause analysis for failed, unsuccessful, or unauthorized changes and track corrective actions through completion.
Act as the primary point of contact for Change Management questions across IT teams.
Train and onboard change requesters, implementers, and approvers on Change Management processes and ServiceNow usage.
Communicate policy updates, process changes, and governance requirements to relevant stakeholders.
Partner with Incident and Problem Management teams to maintain alignment across IT Service Management processes.

What You’ll Bring

Minimum of 5 years of experience in IT Service Management, with a strong focus on Change Management.
Hands-on experience administering the ServiceNow platform, particularly the Change Management module.
Strong understanding of ITIL principles and Change Management best practices.
ITIL 4 Foundation certification is required; ITIL 5 Foundation certification is strongly preferred.
Experience supporting or facilitating Change Advisory Board processes.
Familiarity with CMDB structures, configuration items, and CI relationships.
Experience configuring ServiceNow workflows, approval processes, notifications, forms, dashboards, and reports.
Strong analytical skills and the ability to interpret change, incident, and operational data to identify trends and risks.
Excellent written and verbal communication skills.
Ability to communicate technical and process-related topics clearly to both technical and non-technical stakeholders.
Strong organizational, stakeholder-management, and problem-solving skills.

Nice to Have

ServiceNow certification, such as Certified System Administrator or Certified Implementation Specialist – ITSM.
Experience working in a regulated industry, such as financial services or healthcare.
Experience with change automation, standard change catalogs, or change normalization initiatives.
Exposure to DevOps and CI/CD change models and an understanding of how they integrate with traditional ITIL Change Management processes.

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