SAP NS2 Sr. Business Support Change Manager

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

NS2 COMPANY DESCRIPTION

SAP is the global market leader for business software and related services.SAP National Security Services Inc. (SAP NS2 ) is an independent U.S. subsidiaryof SAP.At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets, and information of Americans.Weoffer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.



SAP NS2 does not offer Visa sponsorships for this role.

All internals must have manager's approval to transfer.

As a Business Support Change Manager, you are responsible for overseeing the activities related to the Customer Change Request lifecycle in the ServiceNow ticketing system. You are also expected to perform various tasks that may include fulfilling technical user training, testing new system enhancements, and developing related documentation.

The Business Support Change Manager works with the ServiceNow Business Support Management team, technical users, and other company stakeholders to develop new policies, procedures, or system enhancements related to the successful implementation of changes in the customer environment. The Business Support Change Manager will utilize MS-Teams collaboration, email communications, and occasional in-person meetings to ensure the change management process aligns with the company's goals, objectives, and certification requirements. The successful candidate creates, delivers, and maintains a Change Management Charter and related Knowledge Articles that are aligned with the current and future capabilities of the ServiceNow platform.

Position Responsibilities

• Assists technical users with navigating the Change Request ticket approval lifecycle in ServiceNow.
• Reviews Change Tickets and provides corrective action when there are issues.
• Prepares and distributes the Change Control Board (CCB) meeting agenda.
• Chairs all CCB meetings (weekly, bi-weekly, and on-demand/emergency) and ensures that final approvals are completed before work is implemented.
• Maintains ownership of the Change Management Charter to ensure that the change policies adhere to audit and certification requirements.
• Delivers responses or corrective actions related to any audit findings for Change Management.
• Identifies areas for improvement in the Change Management lifecycle and submits the necessary enhancement requests to the ServiceNow development team.
• Functions as the Change Management Subject Matter Expert (SME).
• Works with the ServiceNow development team to complete User Acceptance Testing for monthly system updates to the customer ticketing system.
• Updates Knowledge Management documentation to ensure alignment with the latest system workflows.
• Creates and distributes email announcements to notify technical users when there are system changes impacting the Change Management approval lifecycle.
• Coordinates required updates to the Change Master table entries in ServiceNow when new customer support contracts are released (twice per year).
• Engages in a continuous learning path to increase knowledge and understanding of the ServiceNow platform and the new capabilities that the development team delivers.

Required Qualifications

• 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 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.

Education and Experience

• Bachelor of Science degree or equivalent professional experience

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 99000 - 168300(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits .

Requisition ID: 408437 | Work Area:Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.