Serve as enterprise process owner for ITIL Change Enablement, establishing change policies, risk scoring logic, and compliance controls. Lead and govern Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings, managing the Forward Schedule of Change (FSC). Drive ServiceNow ITSM modernization, including CAB Workbench administration, automated approval workflows, risk scoring, and dashboard reporting. Oversee audit-ready documentation quality (Business Justification, Service Impact, Test/Install/Back-out plans, Install Results). Manage enterprise risk, escalation paths, and operational dependencies in coordination with Incident, Problem, CMDB, and Release Management teams. Deliver executive-level communications for high-impact or emergency changes and facilitate statewide ITSM training and coaching.