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. subsidiary of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets, and information of Americans. We offer SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers. 

 

Must be a U.S. citizen; this position requires access to customer data.

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 s