An experienced ServiceNow Change Management Specialist to optimize our end-to-end change management process supported by ServiceNow. The candidate will be expected to ensure all technology changes are consistently assessed, documented, approved, and implemented at pace with clear governance and managed/minimized business risk.
Work Location: Buffalo, NY
Work Mode: On-site (5 days in office for at least 6–12 months)
Salary Range: $100K/Yr - $130K/Yr Base + Annual Bonus
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process
For more information on benefits and what we offer please visit us at US Careers and Benefits
ResponsibilitiesKey Responsibilities
- Operate and continuously improve the end-to-end Change Management process in ServiceNow.
- Validate our highest risk and highest impact change requests for completeness, risk, and policy adherence. Facilitate the AI automation of Change review.
- Facilitate and/or support CAB meetings with the right representation and clear decision documentation and tracking of follow-up instructions.
- Manage the change calendar—spot conflicts, honor blackout periods, and reduce scheduling risk.
- Support KPI reporting on change performance (e.g., emergency rate, failure rate, unplanned downtime, change duration).
- Act as the ServiceNow Change module SME, including configuration, workflow design, approval routing, and integrations across Incident and Problem domains.
- Configure and maintain workflows, approvals, notifications, and forms; ensure data integrity across related tables (e.g. CSDM, CMDB).
- Partner with platform/development teams to drive enhancements, automation, and integrations that improve efficiency (e.g. AI automation of tasks to uplift Change Manager productivity).
- Ensure accurate CI, Service and Service Offering usage for each change.
Stakeholder Engagement
- Serve as the US go-to point of contact for change management questions across IT teams.
- Build strong operating rhythm with CAB stakeholders (Board Members), ensuring decisions are timely, well-recorded, and enforceable.
- Partner closely with Incident and Problem Management to align ITSM processes and reduce change-related incidents. Ultimately drive MTTR lower.
- Communicate policy and process updates clearly to both technical and non-technical audiences.
Training and Certifications
- Required: ITIL 4 Foundation certification.
- Strongly preferred: ITIL 5 Foundation.
- Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plue.
- Nice to have: ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM. Current Course work in ServiceNow ITSM modules.
Required Qualifications
Experience in a financial services industry (banking and trading highly desirable)
- 9+ years in IT Service Management with a strong emphasis on Change Management/Change Enablement.
- ServiceNow, experience from a service provider perspective. Not the service consumer’s perspective.
- Proven experience supporting or facilitating CAB processes.
- Working knowledge of CMDB structure and CI relationships.
- Strong analytical capability—able to interpret change/incident data and identify patterns and trends. Looking for someone to pull the “so what” out of a data analysis and effectively communicate it to a diverse audience.
- Excellent written and verbal communication, including the ability to explain process and technical topics to non-technical and executive stakeholders.
- Experience producing dashboards/reporting in ServiceNow (Performance Analytics and reporting module).
- Strong alignment to ITIL best practices and internal governance expectations.
Desired Qualifications
- Experience driving change automation.
- Have a firm grasp on DevOps/CI-CD change
Training and Certifications
- Required: ITIL 4 Foundation certification.
- Strongly preferred: ITIL 5 Foundation.
- Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plue.
- Nice to have: ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM. Current Course work in ServiceNow ITSM modules.
Desired Results
- A measurable reduction in unauthorized and emergency changes.
- Improved change success driving fewer change-related incidents.
- Audit-ready change records with accurate documentation and on-demand reporting that stands up to scrutiny.
Skills Required
- ITIL 4 Foundation certification
- 9+ years in IT Service Management with emphasis on Change Management
- Experience in financial services industry (banking and trading highly desirable)
- ServiceNow experience from a service provider perspective
- Proven experience supporting or facilitating CAB processes
- Working knowledge of CMDB structure and CI relationships
- Experience producing dashboards/reporting in ServiceNow (Performance Analytics and reporting module)
- ServiceNow Change module SME skills: configuration, workflow design, approval routing, integrations across Incident and Problem
- Ability to configure and maintain workflows, approvals, notifications, forms; ensure data integrity across related tables (CSDM, CMDB)
- Strong analytical capability to interpret change/incident data and communicate findings
- Excellent written and verbal communication, including explaining technical topics to non-technical and executive stakeholders
- On-site in Buffalo, NY (5 days in office for at least 6-12 months)
- ITIL 5 Foundation
- Higher-level ITIL certifications (ITIL Practice Manager, ITIL Managing Professional) or COBIT 5
- ServiceNow certifications (Certified System Administrator CSA, CIS-ITSM) or coursework in ServiceNow ITSM modules
- Experience driving change automation
- Familiarity with DevOps/CI-CD change processes
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
