ITSM Change Process Manager (Raleigh, NC Hybrid)

About the role

The ITSM Change Process Manager is responsible for the governance, oversight, and continual improvement of the enterprise Change Management process. This role ensures changes to the IT environment are introduced in a controlled, coordinated, and secure manner with minimal disruption to business and IT services. This position serves as the enterprise process owner for Change Management, establishing and maintaining change policies, standards, procedures, controls, and performance measures.

Responsibilities

• Function as the enterprise authority governing Change Enablement across all NCDIT divisions and consolidated agencies, acting as the strategic leader for statewide change culture.
• Govern public-sector requirements, including SISM, audit controls, Expedited/Latent classifications, and high-visibility changes affecting state services.
• Serve as the enterprise escalation authority, allowing CAB/ECAB decisions to move upward to DSCIO/SCIO when required.
• Integrate statewide Forward Schedule of Change governance, with cross-agency conflict resolution and customer communication expectations.
• Lead ServiceNow modernization efforts, including automation restoration, risk scoring logic, CAB Workbench, dashboard design, and approval workflow improvements.
• Ensure accountability for audit-ready documentation quality, verifying that Work Info records meet documented requirements for Business Justification, Service Impact, Test/Install/Back-Out plans, and Install Results.
• Integrate robust cross-domain coordination, addressing enterprise operational dependencies, known gaps, and risk hotspots.
• Strengthen oversight of change-related incidents and operational stability initiatives.
• Handle executive-level communication responsibilities for high-impact or emergency changes.
• Elevate training and coaching into organizational change leadership to advance statewide maturity.
• Establish responsibility for strategic improvement initiatives, automation opportunities, and enterprise-level process redesign.

Requirements

• A Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; or an equivalent combination of education and experience.
• 5+ years of experience supporting or managing ITSM processes, preferably Change, Release, Incident, Problem, or Configuration Management, with demonstrated experience in enterprise Change Management.
• Experience with ServiceNow or another enterprise ITSM/change management platform is required.
• Experience applying change governance, risk assessment, authorization and approval, scheduling, implementation, and compliance controls.

Preferred Qualifications

• ITIL v4 Foundation Certification or ability to obtain certification within 6 months of hire.
• ITIL Change Enablement/Change Management experience or related practitioner-level training.
• Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization.
• Hands-on knowledge and experience running Change Management using ServiceNow, including Change Requests, approval workflows, change calendars, risk assessment, reporting, dashboards, and automation.
• Experience with ServiceNow CAB Workbench, including implementation, configuration, administration, or operational use.
• Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting.
• Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices.
• Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle.
• Familiarity with audit, compliance, and IT control requirements.
• Experience working in public-sector or enterprise-scale IT environments.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans with optional supplemental coverage.
• Employee Stock Purchase Program (ESPP) and 401(k) with company match after 12 months of tenure.
• Health Savings Account (HSA) available on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure, and certification discounts.
• Dedicated customer service team for Consultants and a certified Career Coach.