Administrator - Change Management, ServiceNow

Experience: 2 to 5 years

Location: Others, India

Skills: ITIL Change Management, CAB Governance, Go/No-Go, Change Safeguarding, ServiceNow ITSM, Change Workflow, Approvals, Reporting, Audit Evidence, SAP, GCID, GCID Operations Exposure, IT Service Management, Change Management, Analytical skills

Job Summary
end-to-end governance and control of the Change Management lifecycle within the GCID Operations Center operating model. The role owns CAB governance, facilitates formal Go/No-Go decisions for production changes, and manages change safeguarding controls to minimize risk and disruption to IT services. This position ensures standardized processes, stakeholder coordination, compliance, audit readiness, and transparent communication across Lines of Business (LoBs) and operational tracks (Service Desk, Observability Ops, Network Ops, Hyperscaler/Cloud Ops and Delivery teams) in alignment with contractual Scope of Work (SoW) obligations.

Primary Skill: ITIL Change Management (CAB Governance, Go/No-Go, Change Safeguarding)
• Secondary Skill: ServiceNow ITSM (Change Workflow, Approvals, Reporting, Audit Evidence)
• Good To Have: SAP / GCID / GCID Operations Exposure (Service Desk, Observability, Network, Hyperscaler Ops)

Key Responsibilities
Own the end-to-end Change Management lifecycle for changes within GCID Operations Center scope (intake, assessment, approval, scheduling, execution governance, closure).
• Drive Change governance and enforce standardized change classification (Standard / Normal / Emergency / High-risk) with clear risk and impact assessment.
• Plan, coordinate, and chair Change Advisory Board (CAB) and any required pre-CAB sessions; publish agendas, capture decisions and minutes,



and ensure action closure.
• Facilitate formal Go/No-Go decisions for production changes by validating readiness criteria (impact, dependencies, rollback, approvals, execution plan, communication).
• Own and manage change safeguarding activities for high-risk/disruptive changes, including safeguarding bridge setup, attendance validation, timeline governance and escalation triggers.
• Provide real-time oversight during change windows; identify deviations, coordinate corrective actions, and recommend/trigger halt or rollback decisions as per governance criteria.
• Coordinate across operational tracks (Service Desk, Observability, Network, Cloud/Hyperscaler, Delivery/LoB) to ensure seamless execution and stakeholder alignment.
• Ensure timely stakeholder communications before/during/after changes including planned maintenance notices, change status updates, and post-change outcome summaries.
• Maintain complete and auditable documentation: change records, CAB decisions, safeguarding evidence, implementation notes, PIR (Post Implementation Review) outputs and lessons learned.
• Track and report change KPIs (e.g., approval adherence, safeguarding compliance, success rate, schedule adherence, audit findings) and drive continuous process improvement.




• Support internal/external audits and compliance requirements by providing evidence and ensuring process adherence across the change lifecycle.
• Act as escalation point for change-related issues and conflicts; engage leadership/customer governance forums as needed.

Skill Requirements
Strong hands-on experience in IT Service Management (ITSM) Change Management in large enterprise / mission-critical environments.
• Proven experience in running CAB / pre-CAB governance, documenting decisions, and driving action closures.
• Experience in facilitating Go/No-Go decisions and governing high-risk production changes.
• Operational experience in change safeguarding / bridge governance for production changes (including escalation and rollback governance).
• Working knowledge of ITIL processes (Change, Incident, Problem, Knowledge) and process compliance controls.
• Proficiency with ITSM tooling (ServiceNow or equivalent) for change workflow, documentation, approvals, and reporting.
• Robust documentation discipline for audit evidence and governance reporting.
• Analytical skills to interpret change metrics, identify trends, and recommend improvements.

Other Requirements
Experience: Typically 2–5+ years in IT operations/service management with substantial focus on Change Governance.
• Certifications: ITIL Foundation (preferred); additional ITSM/ISO/COBIT exposure is a plus.
• Work Mode: Ability to support change windows and critical governance activities across time zones as required (including out-of-hours for high-risk changes).
• Behavioral: High ownership, calm under pressure, strong coordination skills, and ability to drive consensus among multiple stakeholders.
• Domain exposure: SAP / Cloud / Hyperscaler operations exposure is an advantage.

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