ServiceNow ITSM & Change Management Specialist

Job Purpose

To provide technical and functional support for the Service Now platform, with a focus on Service Management and Change Management processes. The role will ensure the stability, availability, and continuous improvement of Service Now services while supporting ITSM operations within a banking environment.

Key Responsibilities

• Provide L2/L3 support for Service Now, including incident, problem, request, and change management processes.
• Administer and support Service Now ITSM modules, ensuring reliable and efficient day-to-day operations.
• Manage and support Change Management workflows, approvals, change scheduling, risk assessment, and implementation processes.
• Troubleshoot and resolve Service Now incidents, defects, workflow issues, and integration-related problems.
• Monitor Service Now platform performance and identify recurring issues or opportunities for improvement.
• Configure and maintain Service Now forms, workflows, business rules, notifications, SLAs, and user access based on approved requirements.
• Support Change Advisory Board (CAB) activities and ensure changes follow established governance and approval procedures.
• Work closely with IT Operations, Infrastructure, Application Support, Development, and other technology teams to resolve Service Now-related issues.
• Support integrations between Service Now and other enterprise systems and coordinate troubleshooting with relevant technical teams.
• Perform root cause analysis for recurring incidents and implement corrective and preventive actions.
• Prepare operational reports and dashboards related to incidents, requests, changes, SLAs, and service performance.
• Ensure Service Now processes and configurations align with ITSM best practices, internal controls, and banking policies.
• Participate in Service Now upgrades, releases, enhancements, testing, and deployment activities.
• Maintain technical documentation, knowledge articles, support procedures, and configuration records.
• Ensure compliance with information security, audit, risk, and regulatory requirements applicable to the banking environment.
• Participate in 24/7 support and on-call activities, when required.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4–7 years of experience in Service Now administration, support, or ITSM platform operations.
• Hands-on experience with Service Now ITSM, particularly Incident, Problem, Request, and Change Management.
• Strong understanding of ITIL processes and IT Service Management practices.
• Practical experience supporting Change Management and CAB processes.
• Previous experience working in a banking or financial services environment is required.
• Experience with Service Now configuration, workflows, business rules, SLAs, notifications, and access management.
• Good understanding of Service Now integrations and APIs.
• Experience with Service Now upgrades, releases, testing, and production support.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Good understanding of IT governance, risk, compliance, and change control within regulated environments.
• Service Now Certified System Administrator (CSA) is preferred; ITIL certification is an advantage.
• Strong communication and stakeholder management skills.