Track Manager - Change Management, ServiceNow

About the role

This role drives operational excellence for complex and large-scale service management environments, ensuring robust change management processes and platform administration. The individual provides expert leadership in optimizing ITSM tools, champions process innovation, and empowers teams to consistently meet and exceed client SLAs through effective operational oversight and strategic improvements.

What you'll do

• Direct Change Management processes using ServiceNow and BMC Remedy, ensuring compliance with ITIL standards and optimizing workflows for complex project environments
• Lead the administration and configuration of ServiceNow and CA Service Desk platforms to enhance reporting, information flow, and operational transparency
• Drive continuous improvement initiatives by identifying automation opportunities and implementing process enhancements using SNOW and ITSM tools
• Mentor and guide support teams in advanced troubleshooting, root cause analysis, and resolution of change-related incidents using Avanti and other ITSM platforms
• Collaborate with clients to gather requirements, translate them into actionable solutions, and ensure support teams consistently meet or exceed SLA expectations

What you need

• ServiceNow
• Change management
• ITIL
• Ticketing tools
• Root cause analysis
• Any graduate