ITSM Change Process Manager

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.

Required Skills:

• ITIL Change Enablement/Change Management experience or related practitioner-level training. (5 Years Required)
• Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization. (5 Years Required)
• Experience with ServiceNow CAB Workbench, including implementation, configuration, administration, or operational use. (5 Years Required)
• Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting. (5 Years Required)
• Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices. (5 Years Required)
• Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle. (5 Years Required)
• Familiarity with audit, compliance, and IT control requirements. Experience working in public-sector or enterprise-scale IT environments. (5 Years Required)
• Strong written, verbal, facilitation, relationship-management, and executive communication skills. (5 Years Required)
• Ability to exercise independent judgment, analyze complex situations, and work effectively across technical and business teams. (5 Years Required)

Professional Skills :

Skill NameRequired/DesiredTotal YearsITIL Change Enablement/Change Management experience or related practitioner-level training.Required5Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization.Required5Experience with ServiceNow CAB Workbench, including implementation, configuration, administration, or operational useRequired5Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting.Required5Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices.Required5Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle.Required5Familiarity with audit, compliance, and IT control requirements. Experience working in public-sector or enterprise-scale IT environments.Required5Strong written, verbal, facilitation, relationship-management, and executive communication skills.Required5Ability to exercise independent judgment, analyze complex situations, and work effectively across technical and business teams.Required5