ITSM Change Control Manager

Skills Required

Enterprise Change Governance Leadership

Provides

strategic oversight of the enterprise change control framework, ensuring all changes across the Medicaid Enterprise System (MES) are governed in a controlled, auditable, and risk-managed manner. Establishes and maintains change policies, standards, operating procedures, and governance models aligned with regulatory and enterprise objectives.

Strategic Change Risk & Impact Management

Leads comprehensive risk evaluation across the enterprise change portfolio, assessing cumulative system impact, operational risk, regulatory implications, and business readiness. Ensures robust documentation of risk likelihood, mitigation strategies, validation plans, rollback procedures, resource alignment, and implementation sequencing.

Executive-Level Change Advisory & Board Governance

Oversee Change Advisory Board (CAB) and Enterprise Change Control Board (ECCB) governance structures. Ensures all Requests for Change (RFCs) are complete, risk-assessed, and decision-ready. Facilitates structured review, executive reporting, decision documentation, and accountability tracking. Ensures principal stakeholders or designated delegates are present for informed decision-making.

Multi-Contractor & Cross-Functional Coordination

Directs collaboration across module contractors, operations, architecture, security, and business stakeholders to validate scope, sizing, resourcing, financial impact, scheduling, and compliance considerations. Ensures alignment across interdependent systems and release calendars.

ITSM Process Integration & Service Stability

Ensures Change Management is fully integrated with Incident, Problem, Release, Configuration, and Knowledge Management processes. Validates CMDB and service map impacts, monitors change-related incident trends and drives corrective action to protect service stability and operational integrity.

Regulatory Compliance & Audit Readiness

Maintains full audit traceability of change activities in compliance with Medicaid, CMS, HIPAA, and state oversight requirements. Enforces segregation of duties, evidentiary documentation standards, and governance controls to support internal and external audits.

Release & Implementation Oversight

Directs enterprise implementation planning, including release bundling, scheduling, blackout window governance, and forward schedule of change (FSC) management. Oversees execution readiness, business communication planning, and post-implementation validation.

Post-Implementation Review & Continuous Improvement

Leads structured post-implementation reviews to evaluate outcomes, performance metrics, and risk realization. Analyzes change success rates, emergency change trends, and service disruptions to drive continual service improvement and process maturity.

Performance Management & Executive Reporting

Defines and monitors enterprise Change Management KPIs, including change success rate, emergency change frequency, change-related incident volume, and SLA adherence. Provides executive dashboards and strategic insights to support informed governance decisions.

ITSM Tooling & Workflow Governance

Provides oversight of ITSM platform configuration (e.g., ServiceNow or equivalent), ensuring automated approval routing, risk scoring, workflow integrity, reporting accuracy, and system integration across contractors and enterprise platforms.

Stakeholder Communication & Organizational Influence

Leads structured enterprise change communications, including stakeholder notifications, outage advisories, and business readiness messaging. Exercises executive-level influence, conflict resolution, and decision facilitation across a complex, multi-contractor governance environment.

Skills Preferred

Ability to create/update project schedules for complex RFCs that require an integrated schedule for coordination across modules and progress monitoring to prevent schedule slippage

Demonstrates professional interaction with a diverse group of executives, directors, managers, and subject matter experts

Written and verbal skills to effectively relay information to diverse audience of receivers.

Experience documenting lessons learned, and program updates associated with Enterprise Change Management processes

Ability to facilitate design sessions once the CAB releases RFC to impacted module contractors

Experience Required

5 7 Years of experience as a Change Control Manager

Experience in creating policies and guides for Change Control Board activities.

Manage and optimize ITSM tools such as ServiceNow (or similar platforms)

Track and report on Change metrics (success rate, failures, incidents caused by change)

Develop dashboards and performance reports for leadership

Strong knowledge of ITIL principles and practices

Experience managing CAB processes in a large enterprise environment

Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management

Experience Preferred

2 3 years of experience managing changes involving multiple contractors

Expert MS Project skills and experience managing multiple projects simultaneously

Expert/Advanced knowledge of all Microsoft Office products including Office 365, Teams, and SharePoint Strong interpersonal skills and team building expertise

Excellent verbal and written communication skills

Ability to work independently with minimal direction from State or other team members

Ability to work under pressure / to a deadline

Ability to work in team-oriented environment

Strong analytical and critical thinking skills

Detailed oriented and highly organized

Education Desired

Bachelor s degree in Information Technology, Computer Science, or related field (or equivalent experience)

5+ years of experience in ITSM, with a focus on Change Management or Change Control

Education Preferred

ITIL Foundation Certification

Project Management Institute (PMI) Project Management Professional (PMP) Certification or equivalent