What are the responsibilities and job description for the Enterprise ITSM Change Manager ITIL, ServiceNow CAB Workbench & Governance // Local to NC position at Mahantech Corporation?
Engagement Type
Contract
Short Description
The ITSM Change Process Manager is responsible for
the governance, oversight, and continual improvement of the enterprise Change
Management process.
Complete Description
This is a hybrid position that will require the candidate onsite once a week to twice a month depending on the need.
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.
Key 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 statewide change culture.
Explicitly governs public-sector requirements, including SISM, audit
controls, Expedited/Latent classifications, and highvisibility 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 crossagency
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/BackOut 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 teamlevel competence.
Establishes responsibility for strategic improvement initiatives, automation
opportunities, and enterprise-level process redesign.
Minimum Education and Experience
- 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 ServiceNow 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.
Preferred Qualifications
- 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 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.
Required/Desired Skills
| Skill | Required/Desired | Amount | of Experience |
|---|---|---|---|
| ITIL Change Enablement/Change Management experience or related practitioner-level training. | Required | 5.0 | Years |
| Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization. | Required | 5.0 | Years |
| Experience with ServiceNow CAB Workbench, including implementation, configuration, administration, or operational use | Required | 5.0 | Years |
| Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting. | Required | 5.0 | Years |
| Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices. | Required | 5.0 | Years |
| Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle. | Required | 5.0 | Years |
| Familiarity with audit, compliance, and IT control requirements. Experience working in public-sector or enterprise-scale IT environments. | Required | 5.0 | Years |
| Strong written, verbal, facilitation, relationship-management, and executive communication skills. | Required | 5.0 | Years |
| Ability to exercise independent judgment, analyze complex situations, and work effectively across technical and business teams. | Required | 5.0 | Years |