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SAP SAP NS2 Sr Business Support Change Manager 
United States, Virginia 
725930511

09.09.2024

All internals must have manager’s approval to transfer.

The Business Support Change Manager will utilize MS-Teams collaboration, email communications, and occasional in-person meetings to ensure the change management process aligns with the company's goals, objectives, and certification requirements.

Position Responsibilities

  • Assists technical users with navigating the Change Request ticket approval lifecycle in ServiceNow.
  • Reviews Change Tickets and provides corrective action when there are issues.
  • Prepares and distributes the Change Control Board (CCB) meeting agenda.
  • Chairs all CCB meetings (weekly, bi-weekly, and on-demand/emergency) and ensures that final approvals are completed before work is implemented.
  • Maintains ownership of the Change Management Charter to ensure that the change policies adhere to audit and certification requirements.
  • Delivers responses or corrective actions related to any audit findings for Change Management.
  • Identifies areas for improvement in the Change Management lifecycle and submits the necessary enhancement requests to the ServiceNow development team.
  • Functions as the Change Management Subject Matter Expert (SME).
  • Works with the ServiceNow development team to complete User Acceptance Testing for monthly system updates to the customer ticketing system.
  • Updates Knowledge Management documentation to ensure alignment with the latest system workflows.
  • Creates and distributes email announcements to notify technical users when there are system changes impacting the Change Management approval lifecycle.
  • Coordinates required updates to the Change Master table entries in ServiceNow when new customer support contracts are released (twice per year).
  • Engages in a continuous learning path to increase knowledge and understanding of the ServiceNow platform and the new capabilities that the development team delivers.

Required Qualifications

  • 3 years of experience as a Business Support Specialist/Analyst or equivalent role, with specific experience in a professional change management role for a large organization.
  • University degree or equivalent work experience.
  • Change Management certification a plus.
  • Experience with ServiceNow Operations Management & Knowledge Management modules.
  • Ability to moderate large groups, both in-person and remotely.
  • Excellent verbal and written communication skills, with emphasis on technical material
  • Ability to work independently, anticipating needs, and being proactive.
  • Demonstrated initiative and ability to start, develop, and complete short- and long-term projects.
  • Extremely organized and detail oriented.
  • Familiarity with software development life cycle
  • Proficient with Microsoft Office Suite or related software.

Education and Experience

  • Bachelor of Science degree or equivalent professional experience

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