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ITSM Change Agent
Eden Prairie, Minnesota  |  Remote, Onsite
Contract Position
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Applied on January 22, 2022
Job Id #51951 Posted November 18, 2021


  • The ITSM M&A Change Agent is integral to the ITSM team’s success. You’ll focus on onboarding and training our M&A organizations on to the ITSM platform.
  • This role will drive a variety of tasks and outcomes including requirements facilitation, working with Product Owners to develop acceptance criteria and user stories, leading testing efforts, supporting development during scrum and providing analysis and problem-solving expertise as new opportunities arise. This role will partner closely with the other Architecture, Product Owners, Systems Analysts and Engineering Leads.

Primary Responsibilities:

  • Works with M&A organizations to understand, evaluate and document current ITSM capabilities
  • Solicits for understanding and clarifying of business requirements by asking probing questions and helping in prioritization
  • Accountable for aligning business teams thru development of communications, socialization, and education of objectives and detailed requirements guiding team members to accomplish objectives
  • Serve as the 'voice of the customer' with delivery teams, representing/reinforcing the customer's perspective throughout the product realization cycle
  • Working with ITSM Product Owners to develop requirements and prioritization of backlog, continuously and transparently communicate with internal stakeholders the prioritization of the Product Backlog and status
  • Reviews, accepts, and prioritizes feedback and new requirements from project stakeholders
  • Collaborate with a cross – functional team of designers, business analysts, developers, testers and others
  • Collaborates with Systems Analysts, Solution architect and Development leads to define solutions for M&A organizations
  • Collaborate with business partners in usability testing of the ITSM platform
  • Manage, prioritize, and assess the impact of defects, including providing key input on the decisions to fix or defer
  • Review output of development to ensure specified acceptance criteria has been completed
  • Other duties, as assigned

Required Qualifications:

  • Bachelor's degree or equivalent work experience
  • 3+ years of working with ITSM process and procedures
  • 1 to 2 years of experience working with ServiceNow ITSM functionality and capabilities
  • 3+ years of leading end to end business requirements gathering process
  • 1+ years of experience working with Agile development methodology
  • Advanced level of proficiency with PC based software programs required (Excel, Word, PowerPoint)

Preferred Qualifications:

  • Self-starter with the ability to appropriately assess the need for independent decision-making verses leadership escalation
  • Ability to react to product adjustments and expectations promptly and efficiently
  • Strong technical skills and ability to pick up new technologies quickly is beneficial
  • Excellent communication, interpersonal, and organizational skills
  • Experience with Passion for customers and a demonstrated focus on customer experience
  • Energy, motivation, and commitment to drive to results in a challenging, fast – paced environment
  • Demonstrated ability to meet commitments, build consensus, negotiate resolutions, and garner respect from other teams

Projects the candidate will be working on:

  • Resource will be working with our M&A organizations to move them from their existing ITSM application to our enterprise ITSM application.

Ideal Background:

  • Previous Healthcare experience would be good, but not required

Team and Team size:

  • 10
  • 4 Business Analysts
  • 1 Program Manager

Top Responsibilities:

  • 3+ years - Has a complete understanding of ITSM process and procedures
  • 0 - 3 years - Works with M&A organizations to understand, evaluate and document current ITSM capabilities
  • 3+ years - Has an understanding of ServiceNow ITSM functionality and capabilities
  • 3+ years - Leads end to end business requirements gathering process
  • 3+ years - Solicits for understanding and clarifying business requirements by asking probing questions and helping in prioritization.

Working Time:

  • 8:00 AM to 5:00 PM CST

Interview Process:

  • Video or in Person depending upon candidates location
  • 2 rounds of interviews
  • Interviews will not be very technical

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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