Key Responsibilities:

Change Management leadership

Lead the Change Management function across participating Lightedge teams and own its process, standards, governance, decision rights, and improvement roadmap.

Set expectations for change types, risk and impact assessment, approvals, scheduling, conflict management, emergency changes, and post-implementation reviews.

Lead Change Advisory Board (CAB) governance; ensure decisions, risks, conflicts, and follow-up actions have clear owners and are recorded.

Ensure change records capture implementation, validation, backout, communication, ownership, and relevant links to services, configuration items, incidents, and problems.

Review change outcomes and trends, including successful, failed, backed-out, emergency, and unauthorized changes; coordinate corrective improvements with responsible teams.

Partner with ServiceNow administration and development teams to prioritize enhancements that strengthen change controls and make the process easier to use.

CMDB project oversight

Oversee the CMDB project through agreed completion criteria and transition to ongoing operational ownership.

Monitor project scope, milestones, dependencies, risks, decisions, resource needs, vendor deliverables, and acceptance criteria; raise material issues for timely resolution.

Ensure the project establishes clear configuration item (CI) standards, data ownership, relationships, lifecycle states, quality expectations, and reconciliation practices.

Coordinate with service, platform, product, licensing, procurement, architecture, and IT teams to improve the accuracy and usefulness of configuration records.

Confirm discovery, automation, service mapping, and integrations are addressed where they support the approved project outcomes.

Plan knowledge transfer, documentation, support ownership, and ongoing governance so teams can sustain the project results after completion.

Problem Management sponsorship

Sponsor the Problem Management function and establish practical governance, roles, review cadence, and root-cause and corrective-action practices.

Review recurring and high-impact issues, incident and problem themes, operational hotspots, risks, and overdue actions with accountable service and technical owners.

Ensure problem records document known errors, workarounds, contributing factors, root-cause findings, and corrective or preventive actions.

Track identified actions to completion, verify whether actions reduced recurrence or customer impact, and escalate unresolved risks or ownership gaps.

Share relevant themes, hotspots, progress, and systemic improvement needs with operational leaders and stakeholders.

Incident Management process and tooling optimization

Ensure Incident and Major Incident processes and ServiceNow tooling support timely restoration, clear ownership, appropriate escalation, and reliable stakeholder communications.

Review and optimize severity criteria, workflows, response roles, major incident declaration and closure, record quality, and post-incident review practices with incident leaders and operational teams.

Use incident trends, customer impact, feedback, and process data to identify tooling gaps, recurring friction, and improvement opportunities.

Partner with ServiceNow administrators, developers, SRE, Support, Monitoring, and service teams to prioritize and implement process, workflow, reporting, and automation improvements.

ITSM governance, reporting, and continual improvement

Set clear ownership, handoffs, escalation paths, minimum records, and controls for the processes within the role’s scope.

Consult Operations, service owners, technical leaders, Compliance, Product, Architecture, and other affected stakeholders before material process changes.

Build understanding and adoption through practical communications, training, office hours, accessible documentation, and feedback loops.

Establish meaningful baselines and measures for change, CMDB project delivery, problem action effectiveness, and incident process and tooling health; report progress and risks to leadership.

Support audit readiness by maintaining process evidence, control descriptions, records, and training materials, and by coordinating responses to findings.

Coordinate with owners of related practices such as Knowledge, Service Catalog, Event, Availability, and Service Level Management to maintain appropriate process and tool alignment.

Guiding Principles

Prioritize actions that reduce customer impact, restore service safely, and support clear communications.

Make process, record, decision, and corrective-action ownership explicit.

Design processes with the teams that use them and apply controls proportionate to risk and urgency.

Use trustworthy data and measured outcomes to improve service reliability, adoption, and operational efficiency.

Qualifications and Experience:

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
Typically 10+ years of experience in IT Service Management, IT Operations, or a related field, including leadership of cross-functional process improvement.
Demonstrated experience leading Change Management governance and improving Incident and Problem Management practices.
Experience overseeing a ServiceNow CMDB or related platform project, including governance, data quality, stakeholder alignment, delivery risks, and operational transition.
Strong working knowledge of ITIL practices; ITIL 4 Foundation or higher preferred.
Experience with ServiceNow process capabilities and CMDB governance. Familiarity with ITAM, ITOM, CSM, SOW, PPM, Telco Order Management, and Discovery is beneficial.
Experience coordinating cross-functional initiatives and third-party professional services, including scope, milestones, deliverables, dependencies, and risks.
Ability to facilitate governance forums, resolve process disagreements, and build commitment across teams with different operational needs.
Strong written and verbal communication skills, including the ability to communicate process requirements, themes, risks, and outcomes to executives and technical and nontechnical audiences.
Strong analytical, organizational, and problem-solving skills; experience developing process documentation, training, dashboards, and operational reports.
Experience supporting audits, compliance controls, or operational risk management.
ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant equivalent are beneficial.
Measures of Success
Performance in this role may be assessed through measures such as:
Change process adoption, record quality, completion of required reviews, visibility of risk, and change outcome trends.
Delivery of CMDB project milestones and acceptance criteria, CMDB data quality and ownership, and successful transition to ongoing operational support.
Visibility and timely closure of Problem Management actions, verified effectiveness of corrective actions, and progress on recurring themes and hotspots.
Demonstrated improvements in Incident Management workflows, tooling, record quality, reporting, escalation, and stakeholder communications.
Stakeholder understanding and adoption of the processes within the role’s scope.
Audit readiness, timely resolution of process findings, and measurable improvements in service reliability, operational efficiency, and customer impact.