Manager, IT Service Management

Quest Diagnostics•Secaucus, NJ

12h•$130,000 - $150,000•Hybrid

About The Position

The ServiceNow Change Manager is responsible for overseeing the entire lifecycle of IT changes within the organization using the ServiceNow platform. This includes managing the change request process from initiation to closure, ensuring all changes are risk-assessed, approved, and implemented in a structured manner to minimize service disruption and align with business goals. Please note this is a hybrid opportunity (3 days in office & 2 days WFH). The position can be based in one of the following locations; Secaucus, NJ, Lenexa, KS, Dallas, TX, Tampa, FL, Schaumburg IL

Requirements

4+ years of professional ITIL Change Management experience, with at least 3 years of experience managing/supporting enterprise-level software applications.
In-depth knowledge and hands-on experience using the ServiceNow platform for Change Management. Familiarity with other ITSM processes like Incident and Problem Management is a plus.
Strong facilitation, communication, and influencing skills.
High attention to detail, strong teamwork, and the ability to manage multiple priorities in a fast-paced environment
Ability to multi-task
Analytical skills
Ability to follow verbal or written instructions
Effective oral and written communication skills
Handling stress & emotions
Making decisions
Adjusting to change
ServiceNow best practices
Change Management
Other ITIL processes
Leadership
Critical thinking

Nice To Haves

ServiceNow best practices
Change Management
Other ITIL processes
Leadership
Critical thinking

Responsibilities

Process Management: Lead and facilitate the day-to-day execution of the ITIL change management process, including normal, standard, and emergency changes, ensuring compliance with established policies and standards.
Request for Change (RFC) Navigation: Process and manage RFCs, ensuring they are properly documented with scope, purpose, potential impact, and a backout plan using the ServiceNow change management module.
Risk and Impact Analysis: Conduct thorough impact and risk assessments for proposed changes to identify potential conflicts and develop mitigation strategies. Utilize Configuration Management Database (CMDB) data in ServiceNow to understand impact on related services and infrastructure.
Change Advisory Board (CAB) Leadership: Chair and manage CAB meetings, guiding discussions among stakeholders to balance potential risks and rewards and ensure informed decision-making for high-risk changes.
Scheduling and Coordination: Coordinate and schedule change implementations, using ServiceNow's scheduling tools and interactive calendars to avoid conflicts and minimize downtime.
Stakeholder Communication: Design, develop, and manage communications to ensure all stakeholders, from technical teams to senior leadership, are informed about planned changes and their potential effects.
Documentation and Auditing: Ensure all changes are fully documented for accountability and compliance purposes. Participate in internal and external audits as the subject matter expert for the change management process.
Continuous Improvement: Monitor key performance indicators (KPIs) and metrics to assess change effectiveness and identify areas for improvement in the change process. Proactively identify opportunities for automation within the ServiceNow environment

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness® healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities and so much more!