Senior IT Change Coordinator - ServiceNow Change Governance

USAA•San Antonio, TX

2d•$103,450 - $197,730•Hybrid

About The Position

The Senior IT Change Coordinator for ServiceNow Change Governance serves as a senior process and platform specialist for USAA’s enterprise Change Management capability. Working with process owners, ServiceNow platform teams, risk and compliance partners, data and reporting teams, IT delivery organizations, and business stakeholders, this role leads workflow governance, control design, metrics, platform enhancements, and continuous improvement. The position provides governance, risk oversight, and release coordination for enterprise network infrastructure. It ensures network changes are assessed, coordinated, tested, and implemented with minimal impact to business operations and technology services, and contributes to improvements in network change quality, service reliability, and Change and Release Management practices. The position is based in San Antonio, Texas, and requires working in the office four days per week. Relocation assistance is not available.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Six years of experience in IT change management, ServiceNow platform governance, IT process management, release management, or technical project management.
Expert knowledge of Change Governance and advanced knowledge of ITIL and ServiceNow Change Management.
Demonstrated experience with workflow design, ITSM integration, reporting, metrics, audit support, risk controls, and enterprise process improvement.
Ability to translate policy, risk, compliance, audit, and process requirements into practical workflow controls.
Demonstrated experience leading process design, platform improvement, metrics, reporting, and stakeholder adoption.
Advanced facilitation, executive communication, requirements definition, and cross-functional influence skills.
Strong understanding of ITSM integrations, data quality, control testing, and continuous improvement.

Nice To Haves

ITIL 4, ServiceNow Certified System Administrator, CIS-ITSM, or comparable certification.
Experience with ServiceNow workflow configuration, Flow Designer, business rules, reporting, Performance Analytics, or integrations.
Experience designing change risk assessments, approval models, segregation-of-duties controls, or automated evidence.
Experience supporting regulatory examinations, internal audit, control testing, or enterprise governance forums.

Responsibilities

Facilitate complex or large IT change requests by meeting with requestors to review and audit requests and ensure they meet regulatory standards.
Determine the appropriate level of rigor based on the technical complexity and potential impact of each change.
Identify and resolve quality issues within the department that contribute to IT service delivery issues.
Partner with internal and external subject matter experts to improve, synchronize, automate, and integrate process controls, including integration with other ITIL disciplines.
Understand how process controls are applied and interact, anticipate and mitigate issues, and ensure resolution.
Assist with internal and external reviews of the effectiveness of USAA's configuration management operations.
Serve as an escalation point for junior team members on moderately complex issues.
Recognize and escalate issues, communicate proactively with stakeholders, and provide guidance toward resolution.
Provide consultation on IT change and release management tools, processes, and artifacts.
Influence how the IT Change and Release organization and roles work with customers and other ITIL disciplines.
Lead medium- to large-scale implementations as needed.
Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.