ITSM Process Manager; Raleigh, NC Hybrid

ITSM Change Process Manager (Raleigh, NC Hybrid)

Location:

Raleigh, North Carolina (Hybrid)

The ITSM Change Process Manager is responsible for the governance, oversight, and continual improvement of the enterprise Change Management process. This role ensures 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.

• Function as the enterprise authority governing Change Enablement across all NCDIT divisions and consolidated agencies, acting as the strategic leader for statewide change culture.
• Govern public-sector requirements, including SISM, audit controls, Expedited/Latent classifications, and high-visibility changes affecting state services.
• Serve as the enterprise escalation authority, allowing CAB/ECAB decisions to move upward to DSCIO/SCIO when required.
• Integrate statewide Forward Schedule of Change governance, with cross-agency conflict resolution and customer communication expectations.
• Lead Service Now modernization efforts, including automation restoration, risk scoring logic, CAB Workbench, dashboard design, and approval workflow improvements.
• Ensure accountability for audit-ready documentation quality, verifying that Work Info records meet documented requirements for Business Justification, Service Impact, Test/Install/Back-Out plans, and Install Results.
• Integrate robust cross-domain coordination, addressing enterprise operational dependencies, known gaps, and risk hotspots.
• Strengthen oversight of change-related incidents and operational stability initiatives.
• Handle executive-level communication responsibilities for high-impact or emergency changes.
• Elevate training and coaching into organizational change leadership to advance statewide maturity.
• Establish responsibility for strategic improvement initiatives, automation opportunities, and enterprise-level process redesign.

A Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; or an equivalent combination of education and experience. Candidates should have 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 Service Now or another enterprise ITSM/change management platform is required, along with experience applying change governance, risk assessment, authorization and approval, scheduling, implementation, and compliance controls.

• 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 Service Now, including Change Requests, approval workflows, change calendars, risk assessment, reporting, dashboards, and automation.
• Experience with Service Now CAB Workbench, including implementation, configuration, administration, or operational use.
• 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…