ITIL Incident & Change Management Administrator

ITIL Incident & Change Management Administrator

The ITIL Incident & Change Management Administrator coordinates and administers incident and change management processes for the Charlotte Area Transit System (CATS) Technology Department. This position ensures technology activities follow structured governance practices designed to maintain service reliability and minimize operational risk. The role tracks incidents, facilitates change approval workflows, maintains documentation, and supports post-incident and change review activities across enterprise and operational technology environments.

The ITIL Incident & Change Management Administrator works collaboratively with technical teams to promote accountability, transparency, and continuous improvement in technology service delivery. Working under general direction, this position exercises professional judgment in managing workflow governance and ensuring adherence to established service management standards.

Major Duties and Responsibilities

• Coordinate tracking of technology incidents within service management systems.
• Ensure incidents are documented, categorized, and prioritized appropriately.
• Monitor incident progress and resolution timelines.
• Support coordination during major incidents.
• Maintain records supporting incident analysis and reporting.

• Administer change request workflows and approval processes.
• Ensure proposed changes include required documentation and risk evaluation.
• Coordinate scheduling of approved changes.
• Track implementation outcomes and closure activities.
• Maintain change history records.

• Monitor adherence to incident and change management procedures.
• Identify deviations from established processes.
• Support corrective actions improving compliance.
• Promote consistent use of service management practices.

• Coordinate post-incident review activities.
• Document lessons learned and improvement recommendations.
• Support problem management and root cause analysis processes.
• Track follow-up actions resulting from reviews.

• Develop reports summarizing incident and change trends.
• Track performance indicators related to service stability.
• Provide data supporting leadership decision-making.
• Identify recurring operational risks.

• Work with Service Desk and technical teams ensuring process adoption.
• Provide guidance on workflow requirements.
• Support training related to incident and change processes.
• Assist with continuous improvement initiatives.

Core Competencies

Process Governance

• Ensures procedural consistency.
• Supports accountability.
• Reduces operational risk.

Organizational Coordination

• Aligns stakeholders.
• Maintains communication clarity.
• Supports shared outcomes.

Analytical Awareness

• Recognizes patterns.
• Supports prevention efforts.
• Enhances reliability.

Attention to Operational Detail

• Maintains documentation quality.
• Tracks activities carefully.

Knowledge, Skills and Abilities:

Knowledge of:

• Incident and change management concepts.
• IT service management practices.
• Technology operations workflows.
• Documentation and reporting practices.
• Organizational governance principles.

Skill in:

• Coordinating complex workflows.
• Maintaining detailed operational records.
• Communicating process requirements clearly.
• Analyzing operational data trends.
• Using service management tools.

Ability to:

• Maintain neutrality while enforcing processes.
• Work independently managing multiple activities.
• Facilitate collaboration across teams.
• Support organizational accountability.
• Adapt processes as operational maturity evolves.

Minimum Qualifications

• Bachelor's degree in Information Technology, Business Administration, Public Administration, or related field; or equivalent experience.
• Two (2) years experience supporting IT operations, service coordination, or process administration.

Preferred Qualifications

• Familiarity with ITIL or service management practices.
• Experience using ITSM platforms.
• Experience coordinating workflows across multiple teams.
• Public-sector or multi-site organizational experience.

Conditions of Employment

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process,…