Specialist - IT Service Management - IN

This team does Incident, change, release, problem management team.

Educational Requirements

- University (Degree) Preferred

Work Experience

- 3+ Years Required; 5+ Years Preferred

Physical Requirements

- Physical Requirements: Sedentary Work

Career Level 7IC

POSITION SUMMARY:

IT Change Management is a subject matter expert responsible for the daily oversight and governance of an ITIL-based global ITSM process framework. The individual is responsible for enforcing, monitoring, measuring, and continually improving Enterprise Change Management process.

This position requires a keen focus on customer experience and operational stability coupled with exceptional attention to detail. Reporting to the Manager of Enterprise Change Management, this position serves as part of an ITSM team that works in close partnership with IT Service Management team to drive operational excellence and continual improvement while delivering on the day-to-day requirements of the Change Management processes.

KEY RESPONSIBILITIES AND DUTIES:

Provide guidance and direction to all users of the Change Management processes who will assist with day-to-day process support activities.

Change Management

Key Responsibilities

- Lead and manage the end-to-end change lifecycle in ServiceNow (creation, review, approval, scheduling).
- Maintain and help manage the ServiceNow Change Management modules, workflows, to support process requirements.
- Facilitate change advisory board (CAB) meetings and related communications; prepare agendas, risk summaries, and decision logs.
- Partner with ITSM teams Release, Incident and Problem Management teams to ensure coordinated and auditable change activities.
- Create and maintain process documentation; provide training and assist with onboarding for stakeholders and change owners.
- Assist with implementing AI and automation for approvals, risk scoring, impact analysis, and notifications to reduce manual effort and errors.
- Help Build dashboards and reports (performance, compliance, SLAs, failed changes, emergency change metrics) and present insights to leadership.
- Ensure compliance with audit and regulatory requirements for change controls and maintain a secure, auditable trail of changes.

QUALIFICATIONS:

Required





- Minimum 6 years’ experience and robust knowledge of IT Service Management processes
- Minimum 6 years’ experience in the IT Infrastructure Library (ITILv3+) processes and working knowledge of IT operations and architecture
- Minimum 6 years’ experience with ServiceNow
- Flexibility to adjust to changing requirements, schedules and priorities
- Excellent written and verbal communication skills
- Ability to present to a diverse audience on a variety of projects and related topics
- Proficient with Microsoft Office Suite

Preferred

- Proficiency in generative AI tools
- Knowledge of AI adoption strategies, and experience integrating AI into IT service workflows.
- Key skills include understanding predictive analytics for risk assessment, automated change governance, and managing AI-driven organizational transformation.
- Bachelor’s degree
- ITIL Certification in Service Transitions (ST) or Release Control and Validation (RCV)

Related SkillsAccountability, Adaptability, Business Continuity Planning, Cloud Computing Security, Collaboration, Communication, Compliance, Consultative Communication, Cybersecurity, Detail-Oriented, General Risk Management, Network Security, Prioritizes Effectively _____________________________________________________________________________________________________

Company Overview

TIAA Global Capabilities was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA Global Capabilities is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk,



improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come.

We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results.

Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

Privacy Notices For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.

For Applicants of TIAA Global Capabilities, click here.

For Applicants of Nuveen residing in Europe and APAC, please click here.

📌 Associate - ITSM Change Management Specialist (Pune)
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📍 Pune