Change Manager

Key Skills:

Technical Skills

• ServiceNow Change Management configuration
• ITIL Change Management processes (Standard/Normal/Emergency changes)
• Banking application lifecycle (deployment, release management)
• Change metrics dashboards and reporting
• Risk assessment for critical banking systems
• CAB meeting facilitation and stakeholder management
• Change documentation and audit trail maintenance
• Cross-functional collaboration (Dev, Test, Ops, Business)
• Incident/Problem management linkage with Change

Key Responsibilities:

Change Process Management-

• Manage end-to-end IT change lifecycle (planning, approval, implementation, review) for banking applications
• Chair Change Advisory Board (CAB) meetings and prepare agendas, minutes, and action items
• Classify changes as Standard, Normal, or Emergency per ITIL banking standards
• Ensure all changes comply with banking regulatory requirements (RBI, PCI-DSS, SOX)

Risk & Compliance-

• Assess change risks for critical banking systems (payment gateways, core banking, trading platforms)
• Conduct pre-implementation and post-implementation reviews to minimize production issues
• Support internal/external audits and demonstrate change control effectiveness
• Maintain change documentation for audit trails and regulatory compliance

ServiceNow Platform-

• Configure and manage ServiceNow Change Management module for banking workflows
• Create change templates, approval workflows, and automation rules
• Generate change metrics reports (success rate, rollback rate, CAB attendance)
• Integrate ServiceNow Change with Incident, Problem, and Release modules

Stakeholder Collaboration-

• Work with banking teams (payments, loans, treasury, rites) to understand change requirements
• Coordinate with development, testing, and operations teams for change implementation
• Provide change management training to banking users and IT teams
• Handle change escalations during critical banking periods (month-end, quarter-end)