ServiceNow Change Management Analyst

Role Overview

We are looking for a ServiceNow Change Management Analyst to manage and support the configuration and day-to-day operations of the ServiceNow ITSM platform, with a focus on Change Management. The successful candidate will be responsible for maintaining change processes, resolving system issues and implementing approved enhancements to improve workflow efficiency and operational performance.

Key Responsibilities

Provide ongoing administration and technical support for the ServiceNow ITSM Change Management module.

Configure and maintain change workflows, approval mechanisms, change models, assignment rules and automated notifications.

Ensure the effective operation of Standard, Normal and Emergency Change processes.

Manage system configurations, including forms, fields, Business Rules, UI Policies and other related components.

Work closely with Change Managers, CAB members and technical stakeholders to address system issues and improve change processes.

Analyse and resolve issues related to change requests, approval routing, notifications and workflow execution.

Implement system enhancements and configuration updates in line with approved business requirements.

Assist with functional testing, UAT, system releases and deployment activities.

Prepare and update technical documentation, configuration details and operational procedures.

Develop and maintain reports, dashboards and performance metrics to monitor Change Management activities.

Requirements

Diploma or Degree in Information Technology, Computer Science or a related field.

At least 3 years of relevant experience in ServiceNow administration, configuration or technical support.

Hands-on experience supporting and configuring the ServiceNow ITSM Change Management module.

Familiarity with ITIL principles and Change Management processes.

Knowledge of ServiceNow Flow Designer, workflow configuration, Business Rules, Client Scripts and UI Policies.

Strong analytical and troubleshooting abilities, with a systematic approach to resolving technical issues.

Effective communication and interpersonal skills, with the ability to coordinate with both business users and technical teams.

Preferred Skills and Certifications

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) or other relevant certifications.

Previous experience supporting ServiceNow in a large enterprise environment.

Basic understanding of JavaScript and ServiceNow scripting.

Interested candidates who wish to apply for this position are invited to click "Apply Now". By submitting your application or resume to MCI IT Solutions Pte. Ltd., you are deemed to have consented to the collection, use, and disclosure of your personal data to prospective employers for the purpose of evaluating your suitability for employment opportunities.

We regret to inform that only shortlisted candidates would be notified.