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C
COOLSOFT
ITIL ITSM Metrics Reporting Technical Manager
Career Insights for Business Change Manager
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Based on North Carolina data
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What they do
A Business Change Manager designs and implements strategies that facilitate smooth transition during organizational changes within workplaces. Responsibilities include identifying risks of change, developing training plans, monitoring progresses and implementing improvements to change plans. They may work with key stakeholders and project managers to ensure changes align with corporate strategic objectives.
$120,925 / year median in North Carolina
Job Description
ITIL ITSM
Metrics Reporting Technical Manager (Jobs in Raleigh, NC) Requirement id 159005 Job title Manager Job location in Raleigh, NC Skills required ITIL, Change Management, Service Now Administrator, ITSM Metrics Reporting Technical Open Date 31-Aug-2026 Close Date Job type Contract Duration 10 Months Compensation DOE Status requirement- Job interview type
Email Recruiter:
coolsoftJob Description Manager:
ITIL, Change Management, Service Now Administrator, ITSM Metrics Reporting Technical Start date : 9/1/2026End Date :
06/30/2027 Submission deadline :09/04/2026Client Info :
NCDIT Note:
Work Arrangement:
Hybrid Agency Interview Type:
Webcam Interview Only Description:
The max rate for this position is $95/hour. 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. Youll work closely with service owners, technical teams, Incident, Problem, Configuration, Release Management, and leadership to balance the need for change with operational stability. Youll 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 high-visibility changes affecting state services.
- Adds enterprise escalation authority, allowing
CAB/ECAB
decisions to move upward toDSCIO/SCIO
when required.- Integrates statewide Forward Schedule of Change governance, with cross-agency 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 DITs 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. Minimum Education and Experience
- Bachelors 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, Call502-379-4456 Ext 100for more details.