SAP SAP NS2 Sr Business Support Change Manager 

United States, Virginia 

725930511

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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Washington DC