Process Manager

Change Process Manager

* This is a hybrid position, requiring 1 day/week (or up to twice a month) onsite.

* Local to the Raleigh, NC area only, please.

• This is a hybrid position that will require the candidate onsite once a week to twice a month depending on the need.
• TheITSM Change Process Manageris 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 Service Now automation, analytics, governance, training, and adoption of ITIL Change Enablement best practices.

• Functions as the enterprise authority governing Change Enablement across all client divisions and consolidated agencies - not only the process owner but the strategic leader for statewide 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 statewide Forward Schedule of Change governance, with cross?agency conflict resolution and customer communication expectations.
• Expands role to lead Service Now 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 client agency’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 statewide maturity rather than team?level competence.
• Establishes responsibility for strategic improvement initiatives, automation opportunities, and enterprise-level process redesign.

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; or an equivalent combination of education and experience.
• 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.
• Experience applying change governance, risk assessment, authorization and approval, scheduling, implementation, and compliance controls.
• Strong analytical, problem-solving, organizational, and stakeholder-management skills with the ability to manage priorities across a complex enterprise environment.

• ITIL Change Enablement/Change Management experience or related practitioner-level training., Required 5 Years
• Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization., Required 5 Years
• Experience with Service Now CAB Workbench, including implementation, configuration, administration, or operational use, Required 5 Years
• Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting., Required 5 Years
• Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices., Required 5 Years
• Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle., Required 5 Years
• Familiarity with audit, compliance, and IT control requirements. Experience working in public-sector or enterprise-scale IT environments., Required 5 Years
• Strong written, verbal, facilitation, relationship-management, and executive communication skills., Required 5 Years
• Ability to exercise independent judgment, analyze complex situations, and work effectively across technical and business teams., Required 5 Years