Senior Administrator - Change Management, ServiceNow

Experience: 5 to 10 years

Location: Lucknow, India

Skills: ITIL Change Management, ServiceNow, BMC Remedy, Cherwell, Jira Service Management, Incident Management, Problem Management, Release Management, Deployment Management, CAB facilitation, Risk assessment, Impact analysis, Infrastructure, Servers, Network, Cloud, Storage, Application deployments, Release cycles, DevOps, CI/CD

Job Summary
To review and approve and perform the following
? Change Management Governance
Own and drive the end-to-end Change Management process in alignment with ITIL best practices
Ensure all changes (Standard, Normal, Emergency) are logged, assessed, and approved
Conduct Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings
Maintain compliance with defined change policies and audit requirements
? Risk & Impact Assessment
Evaluate business impact, technical risk, and dependencies of changes
Ensure appropriate rollback plans and mitigation strategies are in place
Coordinate with stakeholders for high-risk and major changes
? Stakeholder Coordination
Work closely with application teams, infrastructure teams, security, and business stakeholders
Act as a central point of contact for all change-related communications
Provide timely updates on scheduled and ongoing changes
? Change Scheduling & Planning
Maintain Forward Schedule of Change (FSC)
Avoid conflicts and ensure optimal scheduling of changes
Ensure blackout periods and critical business windows are respected
? Compliance & Reporting




Track and report KPIs such as:
Change success rate
Change-related incidents
Emergency change percentage
Ensure adherence to SLA/KPI targets and audit readiness
Prepare governance reports for leadership and customer reviews
? Continuous Improvement
Identify process improvement opportunities
Drive automation and efficiency in Change Management workflows
Reduce failed changes and improve overall service stability

Key Responsibilities
Must-Have Skills
Strong understanding of ITIL Change Management processes
Experience with ITSM tools such as: ServiceNow (preferred) BMC Remedy / Cherwell / Jira Service Management
Knowledge of: Incident & Problem Management integration
Release & Deployment Management
Strong experience in CAB facilitation and stakeholder communication
Analytical mindset for risk assessment and impact analysis
✅ Technical & Functional Knowledge
Familiarity with: Infrastructure (Servers, Network, Cloud, Storage)
Application deployments and release cycles
Understanding of DevOps environments and CI/CD pipelines (good to have)
Experience working in multi-vendor and global delivery environments
✅ Behavioral Competencies




Excellent communication and presentation skills (customer-facing)
Strong coordination and negotiation abilities
High attention to detail and process discipline
Ability to work in high-pressure, time-sensitive environments
Proactive, solution-oriented mindset

Skill Requirements
Must-Have Skills
Strong understanding of ITIL Change Management processes
Experience with ITSM tools such as: ServiceNow (preferred) BMC Remedy / Cherwell / Jira Service Management
Knowledge of: Incident & Problem Management integration
Release & Deployment Management
Strong experience in CAB facilitation and stakeholder communication
Analytical mindset for risk assessment and impact analysis
✅ Technical & Functional Knowledge
Familiarity with: Infrastructure (Servers, Network, Cloud, Storage)
Application deployments and release cycles
Understanding of DevOps environments and CI/CD pipelines (good to have)
Experience working in multi-vendor and global delivery environments
✅ Behavioral Competencies
Excellent communication and presentation skills (customer-facing)
Robust coordination and negotiation abilities
High attention to detail and process discipline
Ability to work in high-pressure, time-sensitive environments
Proactive, solution-oriented mindset

Other Requirements:
5–10 years of experience in IT Service Management
Minimum 3–5 years in Change Management role
Experience in enterprise-scale environments (Banking/Healthcare preferred)

📌 Senior Administrator Change Management, ServiceNow (Lucknow)
🏢 HCL Technologies
📍 Lucknow