NCDIT – ITSM Change Process Manager – Junior

Job Description

The max rate for this position is $95/hour.
This is a hybrid position that will require the candidate onsite once a week to twice a month depending on the need.

The ITSM Change Process Manager is responsible for
the governance, oversight, and continual improvement of the enterprise Change
Management process, helping ensure 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. The Change Process Manager
oversees the end-to-end lifecycle of Standard, Normal, and Emergency Changes,
including risk and impact assessment, authorization, scheduling, implementation
oversight, post-implementation review, reporting, and closure.

You’ll work closely with service owners, technical teams,
Incident, Problem, Configuration, Release Management, and leadership to balance
the need for change with operational stability. You’ll also drive improvements
through ServiceNow automation, analytics, governance, training, and adoption of
ITIL Change Enablement best practices.

Key Responsibilities

• Functions as the enterprise authority governing Change
Enablement across all NCDIT divisions and consolidated agencies – not only the
process owner but the strategic leader for statewide change culture.
• Explicitly governs public-sector requirements, including SISM, audit
controls, Expedited/Latent classifications, and high‑visibility changes
affecting state services.
• Adds enterprise escalation authority, allowing CAB/ECAB decisions to move
upward to DSCIO/SCIO when required.
• Integrates statewide Forward Schedule of Change governance, with cross‑agency
conflict resolution and customer communication expectations.
• Expands role to lead ServiceNow modernization efforts, including automation
restoration, risk scoring logic, CAB Workbench, dashboard design, and approval
workflow improvements.
• Adds accountability for audit-ready documentation quality, ensuring Work Info
records meet DIT’s documented requirements for Business Justification, Service
Impact, Test/Install/Back‑Out plans, and Install Results.
• Integrates more robust cross-domain coordination, specifically addressing
enterprise operational dependencies, known gaps, and risk hotspots.
• Strengthens oversight of change-related incidents and operational stability
initiatives.
• Adds executive-level communication responsibilities for high-impact or
emergency changes.
• Elevates training and coaching into organizational change leadership,
advancing statewide maturity rather than team‑level competence.
• Establishes responsibility for strategic improvement initiatives, automation
opportunities, and enterprise-level process redesign.

Minimum Education and Experience

• 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.
• Experience
  applying change governance, risk assessment, authorization and approval,
  scheduling, implementation, and compliance controls.
• Strong
  analytical, problem-solving, organizational, and stakeholder-management
  skills with the ability to manage priorities across a complex enterprise
  environment.

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, is highly preferred.
• 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.
• Strong
  written, verbal, facilitation, relationship-management, and executive
  communication skills.
• Ability
  to exercise independent judgment, analyze complex situations, and work
  effectively across technical and business teams.