Manager, IT Service Management

Job Description

The Service Now Change Manager is responsible for overseeing the entire lifecycle of IT changes within the organization using the Service Now platform. This includes managing the change request process from initiation to closure, ensuring all changes are risk‑assessed, approved, and implemented in a structured manner to minimize service disruption and align with business goals.

Pay Range: $130,000 - $150,000 / year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best‑in‑class well‑being programs
• Annual, no‑cost health assessment program Blueprint for Wellness
• healthy
  
  MINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• Fin Fit financial coaching and services
• 401(k) pre‑tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy‑up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• Process Management:
  Lead and facilitate the day‑to‑day execution of the ITIL change management process, including normal, standard, and emergency changes, ensuring compliance with established policies and standards.
• Request for Change (RFC) Navigation:
  Process and manage RFCs, ensuring they are properly documented with scope, purpose, potential impact, and a backout plan using the Service Now change management module.
• Risk and Impact Analysis:
  Conduct thorough impact and risk assessments for proposed changes to identify potential conflicts and develop mitigation strategies. Utilize Configuration Management Database (CMDB) data in Service Now to understand impact on related services and infrastructure.
• Change Advisory Board (CAB) Leadership:
  Chair and manage CAB meetings, guiding discussions among stakeholders to balance potential risks and rewards and ensure informed decision‑making for high‑risk changes.
• Scheduling and Coordination:
  Coordinate and schedule change implementations, using Service Now's scheduling tools and interactive calendars to avoid conflicts and minimize downtime.
• Stakeholder Communication:
  Design, develop, and manage communications to ensure all stakeholders, from technical teams to senior leadership, are informed about planned changes and their potential effects.
• Documentation and Auditing:
  Ensure all changes are fully documented for accountability and compliance purposes. Participate in internal and external audits as the subject matter expert for the change management process.
• Continuous Improvement:
  Monitor key performance indicators (KPIs) and metrics to assess change effectiveness and identify areas for improvement in the change process. Proactively identify opportunities for automation within the Service Now environment.

• Experience:
  
  4+ years of professional ITIL Change Management experience, with at least 3 years of experience managing/supporting enterprise‑level software applications.
• Technical
  
  Skills:
  
  In‑depth knowledge and hands‑on experience using the Service Now platform for Change Management. Familiarity with other ITSM processes like Incident and Problem Management is a plus.
• Soft Skills:
  
  Strong facilitation, communication, and influencing skills. High attention to detail, strong teamwork, and the ability to manage multiple priorities in a fast‑paced environment.

• Ability to multi‑task
• Analytical skills
• Ability to follow verbal or written instructions
• Effective oral and written communication skills
• Handling stress & emotions
• Making decisions
• Adjusting to change
• Service Now best practices
• Change Management
• Other ITIL processes
• Leadership
• Critical thinking

• Service Now best practices
• Change Management
• Other ITIL processes

• Leadership
• Critical thinking

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity

Employer:

Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.