SAP NS2 Sr. Business Support Change Manager

Sap N' Sap - Herndon, VA

Full-time - Mid Level

Herndon, VA

10,001+ employees

About the position

As a Business Support Change Manager at SAP NS2, you will play a crucial role in overseeing the Customer Change Request lifecycle within the ServiceNow ticketing system. This position requires a proactive approach to managing change requests, ensuring that all processes align with the company's goals and certification requirements. You will collaborate closely with the ServiceNow Business Support Management team, technical users, and various stakeholders to develop and implement new policies and procedures that enhance the change management process. Your responsibilities will include conducting technical user training, testing system enhancements, and creating comprehensive documentation to support these initiatives. In this role, you will chair Change Control Board (CCB) meetings, prepare agendas, and ensure that all change requests are reviewed and approved before implementation. You will maintain ownership of the Change Management Charter, ensuring compliance with audit and certification standards. Additionally, you will be responsible for identifying areas for improvement within the Change Management lifecycle and working with the ServiceNow development team to implement necessary enhancements. Your expertise will also be utilized in User Acceptance Testing for system updates, and you will be expected to keep Knowledge Management documentation up to date with the latest workflows. The ideal candidate will have a strong background in change management, excellent communication skills, and the ability to work independently while managing multiple projects. You will engage in continuous learning to stay updated on the ServiceNow platform and its capabilities, ensuring that you can effectively support the needs of the organization and its customers.

Responsibilities

• Oversee the Customer Change Request lifecycle in the ServiceNow ticketing system.
• Assist technical users with navigating the Change Request ticket approval lifecycle in ServiceNow.
• Review Change Tickets and provide corrective action when there are issues.
• Prepare and distribute the Change Control Board (CCB) meeting agenda.
• Chair all CCB meetings and ensure final approvals are completed before work is implemented.
• Maintain ownership of the Change Management Charter to ensure compliance with audit and certification requirements.
• Deliver responses or corrective actions related to any audit findings for Change Management.
• Identify areas for improvement in the Change Management lifecycle and submit enhancement requests to the ServiceNow development team.
• Function as the Change Management Subject Matter Expert (SME).
• Work with the ServiceNow development team to complete User Acceptance Testing for monthly system updates.
• Update Knowledge Management documentation to ensure alignment with the latest system workflows.
• Create and distribute email announcements to notify technical users of system changes impacting the Change Management approval lifecycle.
• Coordinate updates to the Change Master table entries in ServiceNow when new customer support contracts are released.
• Engage in continuous learning to increase knowledge of the ServiceNow platform and its new capabilities.

Requirements

• 3 years of experience as a Business Support Specialist/Analyst or equivalent role, with specific experience in a professional change management role for a large organization.
• University degree or equivalent work experience.
• Change Management certification is a plus.
• Experience with ServiceNow Operations Management & Knowledge Management modules.
• Ability to moderate large groups, both in-person and remotely.
• Excellent verbal and written communication skills, with emphasis on technical material.
• Ability to work independently, anticipating needs, and being proactive.
• Demonstrated initiative and ability to start, develop, and complete short- and long-term projects.
• Extremely organized and detail-oriented.
• Familiarity with software development life cycle.
• Proficient with Microsoft Office Suite or related software.

Nice-to-haves

• Experience in a government or national security environment.
• Familiarity with ITIL framework and best practices.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plan
• Flexible spending account
• Paid holidays
• Paid time off
• Tuition reimbursement
• Professional development opportunities
• Employee discount programs
• Wellness programs