Lincoln Softtech

ServiceNow CSM

Location: Buffalo NY (Hybrid)

12 Months

Need Locals only

12+ EXPERIENCE NEEDED

• 5+ years of experience in IT Service Management, with a focus on Change Management.
• Hands-on experience administering the ServiceNow platform, specifically the Change Management module.
• Solid understanding of ITIL framework and change management best practices; ITIL 4 Foundation certification required, ITIL 5 Foundation certification is strongly preferred; higher-level certification (ITIL Practice Manager, ITIL Managing Professional) a plus.
• Experience supporting or facilitating Change Advisory Board (CAB) processes.
• Familiarity with CMDB structure and configuration item (CI) relationships.
• Strong analytical skills with the ability to interpret change and incident data to identify trends.
• Excellent written and verbal communication skills; ability to explain technical/process topics to non-technical stakeholders.
• Experience with reporting and dashboarding tools within ServiceNow (Performance Analytics, reporting module).

Preferred Qualifications
• ServiceNow certification (e.g., Certified System Administrator, CIS-ITSM).
• Experience in a regulated industry (financial services, healthcare, etc.).
• Experience with change automation, standard change catalogs, or normalization initiatives.
• Exposure to DevOps/CI-CD change models and how they intersect with traditional ITIL change management.