Net2Source (N2S) · 4 hours ago
Change and Release Management SME
United States
Contract
Remote
Senior Level
$60/hr - $63/hrNet2Source (N2S) is seeking a Change and Release Management SME who will be a key member of client-facing teams, leading the design, development, and implementation of ITSM Change and Release Management solutions. The role involves ensuring effective incident management processes and delivering ServiceNow solutions, while managing a team and providing value-based assessments to maximize business results.
B2BDeliveryHuman ResourcesInformation Technology
Hiring Manager
Rahul B
Responsibilities
Developing and delivering ServiceNow Change and Release Management solutions
Definition and development of technical requirements and related project documentation
Qualification
Required
Extensive knowledge in the development and delivery of ServiceNow Change and Release Management solutions
Demonstrated ITSM, ITOM, DevOps, Agile, Scrum Experience
Ability to translate customer requirements to technical solutions
Change and Release Management Processes and Best Practices
Technical documentation development, as specified in customer contracts and as internally required
Deliver projects on customer premise or remotely as required
Provide value-based assessments and workshops to help the customer maximize business results from ServiceNow software
Excellent verbal and written communication skills required
Ability to manage a team of resources
Bachelor of Science degree in Computer Science or related degree is required
Excellent communication skills
Proven analytical and problem-solving abilities
Exceptional user service orientation
Logical bend of mind and sound demonstrated knowledge of Service Desk procedures and process. Capability to multitask
Openness to learn and keen attention to detail
Keep stakes informed about their Incidents' status at agreed intervals
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Coordination/Escalation of Major Incidents
Escalate Incidents at risk of breaching Service Level Agreement to the responsible group
Owns all Incidents and Service Requests throughout the lifecycle
Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the responsible groups
Driving the efficiency and effectiveness of the incident management process
Producing management information, including KPIs and reports
Monitoring the effectiveness of incident management and making recommendations for improvement
Provide statistical information to support the SLA (Service Level Agreements) on an as required basis
Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
Determines if an incident needs to be escalated according to priority and severity of issue
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
Able to handle and process high priority tickets
Able to chair meetings with Stake holders, ODMs/SDMs and towers
Excellent Business email writing etiquette
Knowledge of Service Management
Preferred
Basic knowledge of handling Incident Management tool (SNOW) would be an additional advantage
Company
Net2Source (N2S)
Net2Source (N2S) is a Minority owned global workforce solutions company recognized by SIA as the largest and fastest-growing Total Talent Solutions provider with a presence in 34 countries and in-house Glo-Cal (global and local) teams to support our clients.
Founded in 2007
1001-5000 employees
H1B Sponsorship
Net2Source (N2S) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (7)
2022 (8)
2021 (10)
2020 (25)
Funding
Current Stage
Late StageLeadership Team
Ashish Garg
Founder & CEO
Company data provided by crunchbase