Job Description

Minimum Education and Experience

• Bachelors degree in Computer Science, Information Technology, Business Administration, or related field; or an equivalent combination of education and experience.
• 3+ years of experience supporting ITSM processes, preferably Change, Release, or Incident Management.
• Proven experience using ServiceNow or another enterprise ITSM platform.
• Strong analytical and coordination skills with ability to manage multiple concurrent changes.

Preferred Qualifications

• ITIL v4 Foundation Certification (required or obtained within 6 months of hire).
• Experience facilitating or supporting CAB processes in a large IT organization.
• Familiarity with public-sector or enterprise-scale IT environments.
• Working knowledge of related ITSM processes (Incident, Problem, Configuration, Release).
• Strong written and verbal communication skills; ability to work across teams and communicate effectively with both technical and business stakeholders.

About the Role

The ITSM Change Coordinator plays a key role in ensuring stable and efficient delivery of IT services across the enterprise. This position coordinates the end-to-end Change Management process reviewing requests, assessing risk, facilitating approvals, and ensuring that all changes to the IT environment are planned, tested, and executed with minimal disruption.

Youll work closely with service owners, technical teams, and leadership to support enterprise initiatives and maintain alignment with ITIL v4 Change Enablement best practices. This role is ideal for someone with strong organizational skills, attention to detail, and a passion for improving IT processes through governance, automation, and collaboration.

Key Responsibilities

• Coordinate the lifecycle of IT Change Requests (RFCs) ensuring accuracy, impact assessment, approvals, scheduling, and documentation.
• Facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings; manage agendas, approvals, and meeting notes.
• Monitor and manage the change calendar to avoid conflicts and align changes with business and maintenance windows.
• Partner with Incident, Problem, and Service Level Management teams to maintain service stability.
• Generate and maintain ServiceNow reports and dashboards for change performance, compliance, and risk tracking.
• Track key performance indicators (e.g., change success rate, emergency changes, etc.) and identify opportunities for process improvement.
• Ensure compliance with governance, audit, and policy standards for all implemented changes.
• Support communication and stakeholder updates related to planned and emergency changes.
• Contribute to process documentation, knowledge base articles, training, and training materials to improve change management maturity.

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