[Hiring] ServiceNow ITSM Change Manager @Emory Healthcare

Role Description

Emory Healthcare is seeking a ServiceNow ITSM Change Manager to serve as a subject matter expert and operational leader for the Change Management practice. This role is an individual contributor with strong leadership accountability, responsible for overseeing enterprise Change Management operations, governance, risk mitigation, CAB facilitation, and continual service improvement in alignment with ITIL and ITSM best practices.

The ideal candidate is self-motivated, highly driven, and comfortable leading through influence, with deep hands-on expertise in ServiceNow Change Management, governance frameworks, analytics, reporting, and operational process improvement.

This role partners closely with Digital teams, operational support groups, project teams, leadership, and business stakeholders to ensure changes are assessed appropriately, communicated effectively, implemented successfully, and continuously improved while minimizing operational risk.

Responsibilities

• Serve as the Change Management Subject Matter Expert (SME) within the ServiceNow platform.
• Own, define, and reinforce Change Management processes, standards, governance, and procedures across the organization.
• Oversee the full change lifecycle, ensuring proper intake, assessment, risk analysis, approvals, scheduling, implementation, validation, and closure.
• Ensure compliance with established Change Management policies, governance standards, and operational controls.
• Facilitate and lead Change Advisory Board (CAB) and Pre-CAB meetings, ensuring changes are reviewed, assessed, and communicated effectively.
• Review and assess standard, normal, emergency, and expedited changes for completeness, accuracy, risk, impact, and implementation readiness.
• Partner with Digital teams and operational stakeholders to ensure proper change planning, testing, backout procedures, communication, and implementation coordination.
• Maintain enterprise change calendars to ensure visibility, conflict management, and operational readiness across teams.
• Serve as an escalation point for complex, high-risk, and enterprise-wide changes.
• Drive operational awareness and communication surrounding planned maintenance activities, outages, and enterprise change events.

ServiceNow Platform, Monitoring & Analytics

• Ensure changes are documented and managed in accordance with defined ServiceNow workflows, governance standards, and quality expectations.
• Monitor change queues, approval bottlenecks, compliance metrics, success rates, and operational trends to identify risks and improvement opportunities.
• Develop and maintain KPIs, dashboards, and reports using ServiceNow Platform Analytics and Performance Analytics.
• Translate operational data into executive-ready insights to support decision-making, risk mitigation, and governance reporting.
• Partner with operational, infrastructure, application, and support teams to improve change visibility, scheduling, and implementation coordination.
• Maintain documentation repositories, governance artifacts, reporting materials, and training content using SharePoint and collaboration tools.
• Ensure audit readiness and support audit requests related to Change Management governance, approvals, and compliance activities.

Process Governance & Continuous Improvement

• Define, document, and maintain Change Management processes, governance standards, workflows, and quality controls.
• Establish and sustain a quality management framework, including compliance reviews, audits, and corrective action plans.
• Analyze change trends, failed changes, unauthorized changes, emergency changes, and process deviations to identify systemic issues and operational risk.
• Recommend process, tooling, governance, staffing, and operational improvements based on data insights and industry best practices.
• Lead continual service improvement initiatives focused on reducing operational risk, improving change success rates, and enhancing customer experience.
• Collaborate with Incident, Problem, Request, Release, and Knowledge Management teams to ensure end-to-end ITSM alignment.
• Research and recommend industry best practices to enhance governance, operational maturity, and ServiceNow workflows.
• Support the development and maturity of enterprise Change Enablement practices aligned with ITIL standards.

Leadership, Training & Enablement

• Act as a strategic business partner for Change Management stakeholders across the organization.
• Develop and deliver role-based Change Management training for ITSM users, operational teams, and leadership.
• Provide coaching on governance standards, change documentation, risk assessments, implementation planning, and escalation protocols.
• Support onboarding and operational readiness for new team members and operational stakeholders.
• Lead through influence by fostering accountability, collaboration, and adherence to Change Management best practices across technical and business teams.

Operational Support

• Support change reviews, governance reporting, audits, and follow-up activities.
• Review customer and employee feedback to identify operational improvement opportunities.
• Participate in ITSM initiatives, operational readiness activities, and cross-functional projects.
• Support enterprise maintenance coordination and high-impact operational events as needed.
• Perform additional duties as assigned.

Qualifications

• ITIL Foundation Certification.
• Strong expertise in ServiceNow Change Management, workflows, governance, and operational reporting.
• Experience facilitating CAB meetings and managing enterprise change governance processes.
• Experience with risk assessment, change compliance, and operational governance frameworks.
• Hands-on experience with ServiceNow Platform Analytics and Performance Analytics.
• Power BI experience for dashboard creation and executive reporting.
• Strong proficiency with SharePoint for documentation, reporting, and collaboration.
• Experience developing and delivering ITSM training materials.
• Demonstrated ability to lead through influence and collaborate across technical and business teams.
• Strong analytical, organizational, facilitation, and communication skills.
• High level of accountability, attention to detail, and follow-through.
• Demonstrated experience developing leadership-, manager-, director-, and executive-level dashboards that provide actionable visibility into ITSM and Change Management performance.
• Proven ability to translate complex operational data into clear, concise, and meaningful insights for non-technical audiences.
• Experience supporting healthcare technology environments and operational governance practices preferred.
• Experience with enterprise maintenance scheduling, release coordination, and operational readiness planning preferred.

Minimum Qualifications

• Bachelors Degree in IT related field.
• 7 years of Information Technology experience.
• ITIL Foundations and IT Service Management certifications preferred.
• 10 years Information Technology experience required in lieu of a degree.

Benefits

• Comprehensive health benefits that start day 1.
• Student Loan Repayment Assistance & Reimbursement Programs.
• Family-focused benefits.
• Wellness incentives.
• Ongoing mentorship, development, leadership programs...and more!

Company Description

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [email protected]. Please note that one week's advance notice is preferred.