Change Management Specialist

Role Description

The Change Management Specialist will support a large team of network engineers and technical project managers driving a large network technology refresh program for a major global bank. This fast-paced, global program will bring the bank’s enterprise office networks to a state-of-the-art architecture for many thousands of employees located in larger offices around the world. As a ServiceNow expert, this specialist will work closely with deployment engineers during the planning, execution, and closure phases of hundreds of change requests. The ideal candidate is very detail-oriented, organized, and comfortable working with a wide variety of stakeholders in a large enterprise and is familiar with IT infrastructure, specifically with network infrastructure technology such as Ethernet switches, WLAN, structured cabling, communications closets, power, and racks.

• Support engineers with submitting changes in ServiceNow, checking for proper templates and detail
• Track changes through the entire lifecycle, ensuring they progress per project schedule
• Assist in securing change approvals
• Follow-up with task owners for timely completion and closure
• Monitor SLA compliance for all change activity
• Report and escalate risk and issues to Project Managers
• Attend CAB calls and track follow-up actions to closure on behalf of the program
• Organize and/or chair internal change calls
• Support wider in other areas as needed such as updating and monitoring JIRA updates
• Support Project Managers as needed updating project documentation, tracking open issues, and equipment shipments when required

Qualifications

• Excellent organizational skills including attention to detail and multitasking skills
• Strong written and verbal communications skills
• Excellent client-facing and internal communication skills
• The ability to work under pressure and with a sense of urgency to deadlines
• The ability to multi-task, prioritize and effectively manage one’s time

Requirements

• Proven work experience in supporting a large enterprise with ServiceNow, managing service requests, incidents, or change requests following structured, ITIL-aligned processes
• Excellent client-facing and internal communication skills
• Strong knowledge of Microsoft Office (Excel in particular), with JIRA experience preferred
• Bachelor's Degree in appropriate field of study or equivalent work experience
• Experience with project management software tools preferred

Company Description