Change Manager; ServiceNow IT Service Management

Change Manager (Service Now IT Service Management) Job Description

The ITSM Change Manager is responsible for governing the end-to-end Change Management process within the Enterprise ITSM framework. This role ensures that all changes to IT services and infrastructure are properly recorded, evaluated, authorized, implemented, and reviewed in accordance with U.S. Bank policy and Service Now system requirements.

The Change Manager plays a critical role in minimizing operational risk, maintaining service stability, and ensuring compliance with enterprise procedures and regulatory expectations.

• Oversee the implementation, integration, and continuous improvement of enterprise change management processes, ensuring strong governance and adherence
• Assess impact, cost-benefit, and risk of proposed changes to support informed, data-driven decisions
• Lead end-to-end planning, coordination, and execution of large-scale application and infrastructure changes
• Manage high-volume change environments, optimizing scheduling, prioritization, and minimizing conflicts in production
• Drive engagement with Change Advisory Board (CAB) and CIO governance forums, providing insights and recommendations on complex changes
• Partner with IT and business leaders to consult on enterprise-wide change strategies and large-scale transformation programs
• Ensure seamless integration of change management with broader service management functions (incident, release, problem management)
• Maintain continuous stakeholder communication across IT, business, and leadership teams to ensure alignment and transparency
• Lead and mentor the change management team, ensuring high performance and strong operational execution
• Champion change management hygiene, process discipline, and audit readiness, improving overall system stability and service availability

• Bachelor's degree or equivalent work experience
• At least 5 years experience with processes, practices and tools for effectively managing changes to the production or live services environment.

• Hands‑on experience managing enterprise change management processes across the full lifecycle (intake → risk assessment → approvals → implementation)
• Proven track record managing changes in live/production environments, including high-risk or high-volume change activity
• Strong ability to evaluate risk, impact, and business value of changes to support governance and minimize disruption
• Practical experience using Service Now Change Management (or comparable ITSM tools) for workflows, approvals, and change tracking
• Experience working with Change Advisory Boards (CAB) or similar forums and influencing cross‑functional stakeholders (IT, business, ops)

This role requires working from a U.S. Bank location three (3) or more days per week.

• Basic term and optional term life insurance
• Short‑term and long‑term disability
• Pregnancy disability and parental leave
• 401(k) and employer‑funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.