• Job Description

  Req#: JPC - 10168343

  Job Title: Organizational Change Manager & Communications specialist - ServiceNow

  Job Type: Fulltime

  Preferred Location is Irving, TX (Onsite) & New Castle, DE (Onsite)

  In this role you will be responsible for organizing, coordinating, and authoring the communications related to a ServiceNow ITSM production migration and associated post-migration hyper-care. Individuals in this role are expected to have deep understanding of ServiceNow, ITSM processes (incident, problem, and change), and have strong verbal and written communications skills with significant experience in communications and organizational change management. Candidates with SharePoint design skills will be highly prioritized.

  This role is located in Irving, TX or New Castle, DE and the working hours are 8:00am – 5:00pm Eastern Time in the United States.

  KEY RESPONSIBILITIES:

  • Learn, with deep expertise, the Citi designed IT Service Management (ITSM) processes of Incident, Problem, Change, Knowledge, and Request Management and related integrations, service catalog, and service portal.
  • Work with all program workstreams and workstream leads to stay up to date and current on the progress and outcomes of each workstream.
  • Aggregate the progress and outcomes from each program workstream into various stakeholder communications, including executive management communications, program steering committee updates, communications to the ServiceNow user-base, and targeted communications to user groups participating in or affected by scheduled migrations.
  • Author business-friendly communications in part by translating technical language to layman and executive-friendly language that can be understood by non-technical employees.
  • Assist in the design and maintenance of a customer SharePoint site for the program which provides up-to-date and on-demand information regarding the current status of the program.
  • Oher ITSM business analyst / process needs as identified by management

  GENERAL CHARACTERISTICS REQUIRED:

  The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:

  • Pro-active, can-do approach
  • Customer focus
  • Accuracy and attention to detail
  • Personal commitment/flexibility
  • Excellent interpersonal and communication skills
  • Demonstrable ability to multi-task and prioritize effectively
  • Dynamic, enthusiastic, confident, reliable team member

  MINIMUM QUALIFICATIONS & EXPERIENCE REQUIRED:

  • Minimum of 5 years of experience as an ITSM business analyst, process lead, or process owner
  • Minimum of 2 years of experience working with the ServiceNow platform
  • Minimum of 2 years of experience working in a communications or organizational change management role, with direct experience authoring technical and business communications
  • Minimum of 3 years of experience working with as an implementation partner to assist organizations in ServiceNow migrations
  • Understanding of the Incident, Problem, Change, Configuration, Knowledge, and Request Management processes
  • Experience designing and implementing IT process workflows, procedures, and technical standards
  • Solid understanding of service management as it pertains to IT services
  • Professional working proficiency in English (spoken and written) – native or TOFEL C1/C2, IELTS 7.5 or higher certified or equivalent certification.

  PREFERRED CANDIDATES HAVE:

  • ITIL v3 or v4 foundations certification
  • Scrum Master certification (CSM)
  • 7+ years of experience working with the ServiceNow platform as a business analyst
  • Previously experience working within the ITSM operations of incident, problem, and/or change management processes

• About the company

  United Software Group, Inc. (USG) is a Global Information Technology Consulting Company established in the year 2002 with its Headquarters in Columbus-Ohio, USA. USG is operating a business in 6 countries USA, Mexico, Canada, UK, Ireland and India. USG is a Minority Owned Enterprise (MBE) offering IT consulting, Talent Management and Staff Augmentation Solutions to its Clients. USG is recognized by INC5000 as Americas Fastest-Growing Private Companies and is honored with A+ rating by BBB as a mark of a trustworthy customer-oriented organization. USG’s services are based on requirements specified by operational business users from different industries such as Banking & Financial, Consumer Good and Distribution, Telecommunication, Insurance, Engineering, Healthcare, Life Sciences, Retail, Manufacturing and Automotive.

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