The Local Process Manager for Change and Service Request is a key role within Global IT Operations (GIO), responsible for the daily management, continuous improvement, and global adherence to established processes for Change Management and Service Request Management within the ServiceNow platform. This role ensures that all IT changes are effectively controlled, risks are minimized, and service requests are fulfilled efficiently and consistently across all global GIO teams, directly contributing to service stability and user satisfaction.
Key Responsibilities:
Change Management (ServiceNow Focus):
- Daily Process Execution: Manage the day-to-day execution of the global Change Management process on ServiceNow for GIO, ensuring all steps from Request for Change (RFC) submission to Post-Implementation Review (PIR) are followed.
- Global Process Adherence: Champion the global Change Management process within GIO, ensuring consistent application of policies, standards, and procedures across all regions and teams.
- Risk & Impact Assessment:
Facilitate and support the risk and impact assessment of proposed changes, collaborating with relevant technical teams and stakeholders to ensure thorough evaluation.
- CAB Support: Prepare and present change requests to the Change Advisory Board (CAB) as required, providing explicit, concise information to support decision-making.
- Scheduling & Coordination: Oversee the scheduling of approved changes in the Forward Schedule of Change (FSC), coordinating implementation activities to minimize service disruption.
- Performance Monitoring: Monitor key performance indicators (KPIs) for Change Management (e.g., change success rate, unplanned outages due to change, lead time for changes), identify trends, and propose corrective actions.
- Documentation & Reporting: Ensure all change activities are accurately documented in ServiceNow, maintaining a comprehensive audit trail. Generate regular reports on change metrics for GIO leadership.
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📌 Itil Process Consultant (Pune)
🏢 Infosys
📍 Pune