Process Lead - Change Management

Change Management activities leveraging ServiceNow and ii) for managing the accuracy and completeness of the CMDB (Configuration Management Database) in ServiceNow. Collaborate with change coordinators and various technical teams and ensure the established change management policies, procedures and processes are followed appropriately, and changes are implemented during the approved change window, with no or minimal disruption to business and users. Work with CI (Configuration Items) owners and ensure completeness, correctness, and accuracy of the CMDB.
Responsibilities:
Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.
Oversee/host weekly CAB (Change Advisory Board) meetings with a large audience and closely review submitted Change Requests in ServiceNow and ensure compliance with the established policies, procedures and processes, including test plan, rollback plan, business/user impact, communication plan, validation plan, implementation schedule, etc., before providing approval.
Meet with Change Coordinators on out-of-cycle or emergency/urgent Changes to understand the details, including reason for the change, scope of the change, impact, etc.
Ensure that any failed changes are properly identified along with any incidents caused by the failed change and ensure that they are properly linked.
Contribute to Major Incident Management and determine if the incident was caused by a Change.
Provide the leadership team with insights on Change Requests executed each month, including Normal Changes, Standard Changes, Urgent Changes, and Failed Changes, using reports and slide deck presentations.
Provide necessary assistance to those who are involved in coordinating, submitting or executing Changes, and educating them on the proper procedures and steps involved in submitting Urgent, Normal, and Standard Changes.
Develop and implement new or revised Change processes as needed in coordination with the stakeholders.
Provide backup support for other Process Leads when they are out of the office and as needed.
Provide after-hours support as and when required.
Work with CI / Asset owners and ensure completeness, correctness and accuracy of the CMDB.
Establish reports and dashboards to monitor the completeness, correctness, and accuracy of the CMDB.
Provide leadership team insights into completeness, correctness, and accuracy of the CMDB using reports and slide deck presentations.
Provide assistance and training to CI owners on how to properly maintain CI items in the CMDB in ServiceNow.
Collaborate with stakeholders and ensure global policies, procedures and best practices relating to the CMDB are properly followed.
Contribute to identifying and documenting product enhancement requirements in ServiceNow, in coordination with stakeholders.
Follow through on agreed-upon enhancements/evolutions and ensure they meet customer requirements.
Document processes and procedures consistent with professional quality documents and create and maintain operational Runbooks.
Requirements:
Bachelor's degree in computer science/information systems or equivalent combination of relevant education and experience.
ServiceNow Certification, ITIL Certification or equivalent.
4+ years of experience as a Change Management Lead leveraging ServiceNow in a large enterprise.
4+ years of experience maintaining CMDB for a large-scale IT environment leveraging ServiceNow.
4+ years of hands-on experience with the ServiceNow platform in the areas of Reporting and Dashboards, Change Requests, CMDB, Service Catalogues, Workflow and CMDB.
Good understanding of the ITIL and ITSM processes, IT infrastructure, and Information Systems.
2+ years of experience with Power BI and Microsoft Teams.
Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues.
Ability to create professional-quality technical documentation, procedures, presentations and knowledge articles.
Ability to prioritise and complete multiple tasks during critical and high-pressure situations.
Excellent planning, collaborative, interpersonal, and time management skills.
Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.

Experience
8-12 yrs