NEW JOB OPENING
ITSM CHANGE MANAGEMENT PROCESS MANAGER SERVICENOW
IN Raleigh, NC, USA!

***Only qualified ITSM Change Process Manager candidates located near the Raleigh, NC area to be considered due to the position requiring an onsite presence***



REQUIRED EDUCATION:

• Bachelor’s degree in computer science information technology business administration or a related field or an equivalent combination of education and experience



PREFERRED CERTIFICATION:

• ITIL v4 Foundation Certification or ability to obtain certification within 6 months of hire



REQUIRED EXPERIENCE KNOWLEDGE ABILITIES AND SKILLS:

• ITIL Change Enablement/Change Management experience or related practitioner-level training (5+ Years)

• Experience leading and governing enterprise Change Management processes including CAB and ECAB within a large IT organization (5+ Years)

• Experience with ServiceNow CAB Workbench including implementation configuration administration or operational use (5+ Years)

• Experience developing or improving ITSM policies procedures governance controls metrics and reporting (5+ Years)

• Working knowledge of Incident Problem Configuration/CMDB Release and Service Level Management practices (5+ Years)

• Understanding of deployment and implementation methodologies project lifecycle concepts and the software development lifecycle (5+ Years)

• Familiarity with audit compliance and IT control requirements Experience working in public-sector or enterprise-scale IT environments (5+ Years)

• Strong written verbal facilitation relationship-management and executive communication skills (5+ Years)

• Ability to exercise independent judgment analyze complex situations and work effectively across technical and business teams (5+ Years)



PREFERRED EXPERIENCE KNOWLEDGE ABILITIES AND SKILLS:

• 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



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. This is a hybrid position that will require the candidate onsite once a week to twice a month depending on the need.



JOB 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 state-wide 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 state-wide 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 state-wide maturity rather than team-level competence

• Establishes responsibility for strategic improvement initiatives automation opportunities and enterprise-level process redesign

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**