ITIL Incident & Change Administrator (Transit Tech)

charlottenc; United States; On-site; USD 81,000 - 117,000; Full time

Job summary

The Charlotte Area Transit System (CATS) ITIL Incident & Change Management Administrator coordinates incident and change governance to maintain service reliability across enterprise and operational technology environments. Reporting to the Technology Department, you will track incidents, manage change workflows, and document outcomes to support accountability and continuous improvement.

You will collaborate with the Service Desk and technical teams, ensure proper documentation, and support

Responsibilities

• Coordinate tracking of technology incidents within service management systems.
• Administer change request workflows and approval processes.
• Monitor incident progress and resolution timelines.
• Coordinate post-incident review activities.
• Develop reports summarizing incident and change trends.
• Work with Service Desk and technical teams ensuring process adoption.
• Support training related to incident and change processes.

Skills

Incident management

Change management

Governance

Metrics & reporting

Collaboration

Job description

The Charlotte Area Transit System (CATS) ITIL Incident & Change Management Administrator coordinates incident and change governance to maintain service reliability across enterprise and operational technology environments. Reporting to the Technology Department, you will track incidents, manage change workflows, and document outcomes to support accountability and continuous improvement.

You will collaborate with the Service Desk and technical teams, ensure proper documentation, and support