Incident, Change, and Release Manager Shared

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Incident, Change, and Release Manager Shared

Location(s): Chicago, IL
(Remote)

Role Summary
The Change and Release Management Subject Matter Expert (SME) is a key member of client-facing delivery teams, operating as a team lead, supporting the engagement lead, or working independently. This role is responsible for the design, development, and implementation of IT Service Management (ITSM) Change and Release Management solutions using ServiceNow.

In addition, the role encompasses Incident Management leadership, ensuring adherence to Incident Management processes, driving SLA compliance, and coordinating cross-functional teams to reduce incident resolution times and improve service quality.

Key Responsibilities
Change & Release Management

• Lead the design, development, and implementation of ServiceNow Change and Release Management solutions.
• Define and document technical and functional requirements, solution designs, and related project documentation.
• Apply ITIL best practices across Change and Release Management processes.
• Translate customer business requirements into scalable technical solutions.
• Deliver engagements onsite or remotely as required.
• Conduct value-based assessments and workshops to help customers maximize outcomes from ServiceNow implementations.
• Ensure high-quality documentation as required by customer contracts and internal standards.
• Manage and mentor a team of resources, ensuring delivery excellence.

• Ensure consistent adherence to the Incident Management process across all IT support groups.
• Own and manage all Incidents and Service Requests throughout their lifecycle.
• Coordinate and lead Major Incident management, including escalation, communication, and resolution.
• Monitor and manage Incident Management KPIs, SLAs, and OLAs to reduce ticket aging and shelf life.
• Escalate incidents at risk of SLA/Ola breach to appropriate resolver groups.
• Ensure timely restoration of services and resolution of high-priority incidents.
• Provide regular incident status updates to stakeholders at agreed intervals.
• Chair incident review meetings with stakeholders, SDMs/ODMs, and support towers.
• Drive continuous improvement of Incident Management processes through analysis and recommendations.

• Produce management reports, dashboards, and KPI metrics.
• Provide statistical and performance data to support SLA reporting as required.
• Monitor process effectiveness and recommend service improvement initiatives.
• Ensure all process activities meet quality standards and contractual commitments.

• Bachelor's degree in Computer Science or a related discipline (required).
• Extensive experience delivering ServiceNow Change and Release Management solutions.
• Strong working knowledge of ITSM, ITOM, DevOps, Agile, and Scrum frameworks.
• Proven expertise in Change, Release, and Incident Management best practices.
• Hands-on experience with ServiceNow (SNOW) Incident, Change, and Release modules.
• Demonstrated ability to manage teams and lead customer-facing engagements.

• Excellent verbal and written communication skills, including professional business email etiquette.
• Strong analytical and problem-solving capabilities.
• High attention to detail with a logical and process-driven mindset.
• Exceptional customer service orientation and stakeholder management skills.
• Ability to multitask and perform effectively in high-pressure, high-priority environments.
• Openness to learning and continuous improvement.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.