Lighthouse Technology Services is partnering with our client to fill their Change Management Specialist - ServiceNow position! This is a 6-12+ month contract opportunity and will be hybrid in Buffalo, NY with up to 5 days on-site.
This role will be a W2 employee of Lighthouse Technology Services.
What You'll Be Doing:
Operate and continuously improve the end-to-end Change Management process in ServiceNow
Validate highest risk and impact change requests for completeness, risk, and policy adherence
Facilitate AI automation of Change review to uplift Change Manager productivity
Facilitate and support CAB meetings with clear decision documentation and follow-up tracking
Manage the change calendar by spotting conflicts, honoring blackout periods, and reducing scheduling risk
Serve as ServiceNow Change module SME for configuration, workflow design, and approval routing
Configure and maintain workflows, approvals, notifications, and forms ensuring data integrity across CSDM and CMDB
Partner with platform and development teams to drive enhancements, automation, and integrations
Support KPI reporting on change performance including emergency rate, failure rate, and unplanned downtime
Collaborate with Incident and Problem Management to align ITSM processes and drive MTTR lower
What You'll Need to Have:
5+ years in IT Service Management with strong emphasis on Change Management and Change Enablement
ServiceNow experience from a service provider perspective, not the service consumer's perspective
Proven experience supporting or facilitating CAB processes
ITIL 4 Foundation certification required; ITIL 5 Foundation strongly preferred
Working knowledge of CMDB structure and CI relationships
Strong analytical capability to interpret change and incident data and identify patterns and trends
Experience producing dashboards and reporting in ServiceNow Performance Analytics
Excellent written and verbal communication with ability to explain technical topics to non-technical and executive stakeholders