ServiceNow ITSM Change Manager

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At Emory Healthcare we fuel your professional journey with better benefits valuable resources ongoing mentorship and leadership programs for all types of jobs and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives

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Remote position however candidates must reside in one of the following states: Alabama Arkansas Florida Georgia Illinois Louisiana Michigan New Hampshire North Carolina Ohio Pennsylvania South Carolina Tennessee Texas Virginia or Wisconsin.

Emory Healthcare is seeking a ServiceNow ITSM Change Manager to serve as a subject

matter expert and operational leader for the Change Management practice. This role is

an individual contributor with strong leadership accountability responsible for

overseeing enterprise Change Management operations governance risk mitigation CAB

facilitation and continual service improvement in alignment with ITIL and ITSM best

practices.

The ideal candidate is self-motivated highly driven and comfortable leading through

influence with deep hands-on expertise in ServiceNow Change Management

governance frameworks analytics reporting and operational process improvement.

This role partners closely with Digital teams operational support groups project teams

leadership and business stakeholders to ensure changes are assessed appropriately

communicated effectively implemented successfully and continuously improved while

minimizing operational risk.

RESPONSIBILITIES:

• Serve as the Change Management Subject Matter Expert (SME) within the ServiceNow platform.
• Own define and reinforce Change Management processes standards governance and procedures across the organization.
• Oversee the full change lifecycle ensuring proper intake assessment risk analysis approvals scheduling implementation validation and closure.
• Ensure compliance with established Change Management policies governance standards and operational controls.
• Facilitate and lead Change Advisory Board (CAB) and Pre-CAB meetings ensuring changes are reviewed assessed and communicated effectively.
• Review and assess standard normal emergency and expedited changes for completeness accuracy risk impact and implementation readiness.
• Partner with Digital teams and operational stakeholders to ensure proper change planning testing backout procedures communication and implementation coordination.
• Maintain enterprise change calendars to ensure visibility conflict management and operational readiness across teams.
• Serve as an escalation point for complex high-risk and enterprise-wide changes.
• Drive operational awareness and communication surrounding planned maintenance activities outages and enterprise change events..

ServiceNow Platform Monitoring & Analytics:

• Ensure changes are documented and managed in accordance with defined ServiceNow workflows governance standards and quality expectations.
• Monitor change queues approval bottlenecks compliance metrics success rates and operational trends to identify risks and improvement opportunities.
• Develop and maintain KPIs dashboards and reports using ServiceNow Platform Analytics and Performance Analytics.
• Translate operational data into executive-ready insights to support decision-making risk mitigation and governance reporting.
• Partner with operational infrastructure application and support teams to improve change visibility scheduling and implementation coordination.
• Maintain documentation repositories governance artifacts reporting materials and training content using SharePoint and collaboration tools.
• Ensure audit readiness and support audit requests related to Change Management governance approvals and compliance activities.

Process Governance & Continuous Improvement:

• Define document and maintain Change Management processes governance standards workflows and quality controls.
• Establish and sustain a quality management framework including compliance reviews audits and corrective action plans.
• Analyze change trends failed changes unauthorized changes emergency changes and process deviations to identify systemic issues and operational risk.
• Recommend process tooling governance staffing and operational improvements based on data insights and industry best practices.
• Lead continual service improvement initiatives focused on reducing operational risk improving change success rates and enhancing customer experience.
• Collaborate with Incident Problem Request Release and Knowledge Management teams to ensure end-to-end ITSM alignment.
• Research and recommend industry best practices to enhance governance operational maturity and ServiceNow workflows.
• Support the development and maturity of enterprise Change Enablement practices aligned with ITIL standards.

Leadership Training & Enablement:

• Act as a strategic business partner for Change Management stakeholders across the organization.
• Develop and deliver role-based Change Management training for ITSM users operational teams and leadership.
• Provide coaching on governance standards change documentation risk assessments implementation planning and escalation protocols.
• Support onboarding and operational readiness for new team members and operational stakeholders.
• Lead through influence by fostering accountability collaboration and adherence to Change Management best practices across technical and business teams.

Operational Support:

• Support change reviews governance reporting audits and follow-up activities.
• Review customer and employee feedback to identify operational improvement opportunities.
• Participate in ITSM initiatives operational readiness activities and cross-functional projects.
• Support enterprise maintenance coordination and high-impact operational events as needed.
• Perform additional duties as assigned.

PREFERRED QUALIFICATIONS:

• ITIL Foundation Certification
• Strong expertise in ServiceNow Change Management workflows governance and operational reporting
• Experience facilitating CAB meetings and managing enterprise change governance processes
• Experience with risk assessment change compliance and operational governance frameworks
• Hands-on experience with ServiceNow Platform Analytics and Performance Analytics
• Power BI experience for dashboard creation and executive reporting
• Strong proficiency with SharePoint for documentation reporting and collaboration
• Experience developing and delivering ITSM training materials
• Demonstrated ability to lead through influence and collaborate across technical and business teams
• Strong analytical organizational facilitation and communication skills
• High level of accountability attention to detail and follow-through
• Demonstrated experience developing leadership- manager- director- and executive-level dashboards that provide actionable visibility into ITSM and Change Management performance
• Proven ability to translate complex operational data into clear concise and meaningful insights for non-technical audiences
• Experience supporting healthcare technology environments and operational governance practices preferred
• Experience with enterprise maintenance scheduling release coordination and operational readiness planning preferred

MINIMUM QUALIFICATIONS:

• Bachelors Degree in IT related field.
• 7 years of Information Technology experience.
• ITIL Foundations and IT Service Management certifications preferred.
• 10 years Information Technology experience required in lieu of a degree.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.