Service Now developer/Admin

We are looking for Service Now developer/Admin having experience in configuring and maintaining change management processes in ServiceNow within a large, complex enterprise environment. Below is the description:

Role: Consultant Premium II – ITSM Change Enablement Analyst

Location: Washington, DC 20433

Duration: 6 Months – Long Term

Hybrid Onsite: 4 days per week from Day 1, with a full transition to 100% onsite anticipated soon

Job Overview

We are seeking a highly skilled and experienced ITSM Change Enablement Analyst to join our IT Service Management team. The ideal candidate will lead the implementation and continuous improvement of change enablement processes in alignment with ITILv4 best practices. A key focus will be on governing digital product releases using ServiceNow Digital Product Release and ServiceNow DevOps Change Velocity to enable seamless, compliant deployment within CI/CD pipelines.

This role is critical to ensure the governance, control, and stability of IT changes across the Bank’s mission-critical systems and services. Responsibilities include chairing Change Advisory Boards (CABs), configuring and optimizing ServiceNow modules, producing actionable insights using Power BI, and fostering a culture of continuous improvement across the change enablement function.

Key Responsibilities

1. Change Enablement
• Manage the end-to-end change enablement lifecycle in accordance with ITIL principles.
• Provide operational support in running and maintaining the process, chair and prepare for CAB meetings, assess change risk, coordinate approval workflows, conduct post-implementation reviews and provide guidance to the change coordinators.
• Monitor and report compliance to change management process requirements and procedures.
• Maintain change workspace, create and update dashboards and reports on KPIs, metrics, and aggregated data.
• Provide support for process design and propose and implement process improvements
• Perform UAT and approve production moves for fixes and enhancements to the ServiceNow change module.
• Test future ServiceNow upgrades and enhancements for any impact to the change module.
• Update and ensure accuracy of the change management website, and other related documentations
• Conduct awareness and training sessions
• Serve as a subject matter expert for Change Enablement.

2. ServiceNow and DevOps Integration
• Implement and maintain ServiceNow DevOps Change Velocity to support automated, policy-compliant CI/CD deployments.
• Implement and maintain ServiceNow Digital Product Release, aligning release governance with DevOps and enterprise delivery workflows.
• Integrate ADO with ServiceNow to support Agile teams and ensure traceability of change and release activities.

3. Analytics and Reporting
• Develop real-time dashboards and performance reports using ServiceNow Performance Analytics and Power BI to track change metrics, compliance, and release success.
• Analyze change data trends to identify process improvement opportunities and risk mitigation strategies.
• Provide accurate and audit-ready documentation in support of IT governance, compliance, and assurance activities.

4. Collaboration and Stakeholder Engagement
• Work collaboratively with cross-functional teams, including application development, infrastructure, security, and DevOps squads to align change enablement with business and operational needs.
• Deliver training and knowledge-sharing sessions on change governance and ServiceNow functionality.
• Communicate technical concepts and change policies effectively to diverse stakeholders, both technical and non-technical, across global teams.

Qualifications and Experience

Education and Certifications
• Bachelor’s or master’s degree in computer science, Engineering, or a related field
• ITILv4 certification is required
• SAFe certification is required

Experience
• Must have 6-8 years of demonstrated experience in configuring and maintaining change management processes in ServiceNow within large, complex enterprise environment
• Must have extensive experience in managing end-to-end change management processes, including risk assessment, approval workflows, post-implementation reviews, chairing CABs, monitoring change process compliance, workspace, and reporting on KPIs and metrics in a large enterprise
• Proven expertise in ServiceNow, with hands-on experience in:

o ServiceNow Digital Product Release

o ServiceNow DevOps Change Velocity
• Demonstrated experience in integrating change enablement controls in CI/CD pipelines in ADO
• Strong experience using Azure Boards for agile planning, work tracking, and integration with DevOps pipelines.
• Proficiency in developing and managing Power BI and ServiceNow dashboards and reports.
• In-depth knowledge of IT Service Management (ITSM) processes, and IT Infrastructure Library (ITIL)
• Understanding of IT infrastructure and systems, including networks, servers, and applications.
• Strong working knowledge of Agile and DevOps delivery methodologies.
• Experience with integrating AI into ServiceNow ITSM a plus

Skills and Competencies
• Analytical Thinking – Capable of dissecting complex problems and datasets to inform decisions.
• Detail-Oriented – Maintains high standards for accuracy in reporting and data governance.
• Communication – Skilled at conveying technical concepts to diverse and nontechnical audiences.
• Collaboration – Builds strong, trusted relationships with stakeholders across functions and regions.
• Time Management – Effectively manages competing priorities and deadlines in a fast-paced environment.
• Familiarity with global IT compliance standards, digital governance frameworks, and hybrid cloud/on-premise infrastructure models.

Pay: $100,000.00 – $105,000.00 per year

Benefits:
• 401(k)
• Health insurance

Work Location: In person