ITIL Incident and Change Management Administrator

• 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 and support corrective actions
• 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 to ensure process adoption
• Provide guidance on workflow requirements
• Support training related to incident and change processes
• Assist with continuous improvement initiatives

• 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
• Knowledge of incident and change management concepts
• Knowledge of IT service management practices
• Knowledge of technology operations workflows
• Knowledge of documentation and reporting practices
• Knowledge of organizational governance principles
• Skill in coordinating complex workflows
• Skill in maintaining detailed operational records
• Skill in communicating process requirements clearly
• Skill in analyzing operational data trends
• Skill in using service management tools
• Ability to maintain neutrality while enforcing processes
• Ability to work independently managing multiple activities
• Ability to facilitate collaboration across teams
• Ability to support organizational accountability
• Ability to adapt processes as operational maturity evolves
• Final candidates must pass a pre-employment drug-screening test and physical examination
• Candidates may be asked to take a skills test and/or participate in other assessments

Demonstrates expertise in incident and change management processes, ensuring adherence to service management practices while effectively coordinating workflows and supporting continuous improvement initiatives. Proficient in analyzing operational data trends and providing actionable insights for leadership decision-making.

• Incident Management
• Change Management
• Service Management Tools
• Operational Data Analysis
• Process Coordination

• Incident Management Concepts
• Change Management Concepts
• IT Service Management Practices
• Technology Operations Workflows
• Documentation Practices
• Reporting Practices
• Operational Record Maintenance
• Workflow Coordination
• Data Trend Analysis
• Performance Indicator Tracking

• Clear Communication
• Collaboration Facilitation
• Neutrality in Process Enforcement
• Independent Work Management
• Adaptability

• Organizational Governance Principles
• Continuous Improvement Initiatives
• Post-Incident Review
• Root Cause Analysis
• Operational Risk Identification

• Service Management Systems