job description
Join Stefanini as a ServiceNow Change Management Analyst and play a pivotal role in optimizing IT service delivery across our dynamic projects in Bali. This is a unique opportunity to leverage your expertise in ServiceNow to streamline change processes, enhance operational efficiency, and drive digital transformation for global clients.
In this role, you will collaborate with cross-functional teams to design, implement, and refine change management workflows within the ServiceNow platform. Your contributions will ensure seamless IT service transitions, minimize disruptions, and align technology changes with business objectives. Based in Baliâs vibrant tech hubsâsuch as Canggu, Ubud, or Denpasarâyouâll enjoy a collaborative work environment with the flexibility to thrive in a tropical paradise.
If you are passionate about ITIL best practices, process automation, and delivering measurable improvements, we invite you to apply and help shape the future of IT service management.
Responsibility
- Design, configure, and maintain ServiceNow Change Management modules to align with ITIL frameworks and organizational needs.
- Analyze existing change processes to identify inefficiencies and propose data-driven enhancements.
- Collaborate with IT teams, stakeholders, and vendors to ensure smooth execution of standard, normal, and emergency changes.
- Develop and maintain documentation, including process workflows, SOPs, and user guides for ServiceNow change modules.
- Monitor change request metrics (e.g., success rates, lead times) and generate reports to track KPIs and compliance.
- Train end-users and IT staff on ServiceNow change management tools and best practices.
- Troubleshoot issues within the change management system and coordinate with technical teams for resolution.
- Stay updated on ServiceNow updates and industry trends to recommend platform upgrades or integrations.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field.
- Minimum 3+ years of experience in IT Service Management, with a focus on Change Management.
- Hands-on experience with ServiceNow ITSM, including change module configuration and administration.
- Certification in ITIL v4 (Foundation or higher) is highly preferred; ServiceNow CSA or CAD certifications are a plus.
- Strong understanding of ITIL processes (Incident, Problem, Change, Release Management).
- Excellent analytical and problem-solving skills to assess process gaps and propose solutions.
- Proficient in creating dashboards, reports, and workflows in ServiceNow.
- Outstanding communication and stakeholder management skills to bridge technical and business teams.