Enterprise ITSM Change Manager ITIL, ServiceNow CAB Workbench & Governance // Local to NC

Engagement Type

Contract

Short Description

The ITSM Change Process Manager is responsible for

the governance, oversight, and continual improvement of the enterprise Change

Management process.

Complete Description

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 highvisibility 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 crossagency

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/BackOut 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 teamlevel 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/Desired Skills

Skill	Required/Desired	Amount	of Experience
ITIL Change Enablement/Change Management experience or related practitioner-level training.	Required	5.0	Years
Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization.	Required	5.0	Years
Experience with ServiceNow CAB Workbench, including implementation, configuration, administration, or operational use	Required	5.0	Years
Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting.	Required	5.0	Years
Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices.	Required	5.0	Years
Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle.	Required	5.0	Years
Familiarity with audit, compliance, and IT control requirements. Experience working in public-sector or enterprise-scale IT environments.	Required	5.0	Years
Strong written, verbal, facilitation, relationship-management, and executive communication skills.	Required	5.0	Years
Ability to exercise independent judgment, analyze complex situations, and work effectively across technical and business teams.	Required	5.0	Years