ITIL Incident & Change Coordinator for Service Reliability

City of Charlotte; United States; On-site; USD 81,000 - 117,000; Full time

Job summary

City of Charlotte seeks an ITIL Incident & Change Management Administrator to coordinate incident tracking, administer change workflows, and ensure governance across IT services in the Charlotte Area Transit System (CATS) Technology Department.

The role emphasizes documentation, reporting, and collaboration with Service Desk and technical teams to improve service reliability and compliance, while supporting the City’s migration to MPTA in 2027.

Qualifications

• Bachelor’s degree in Information Technology, Public Administration, or related field; or equivalent experience.
• Two years experience supporting IT operations, service coordination, or process administration.
• Familiarity with ITIL or service management practices (preferred).
• Experience using ITSM platforms (preferred).

Responsibilities

• Coordinate tracking of technology incidents within service management systems.
• Administer change request workflows and approval processes.
• Monitor adherence to incident and change management procedures.
• Coordinate post-incident and post-change review activities and document lessons learned.
• Develop reports summarizing incident and change trends and performance indicators.
• Collaborate with Service Desk and technical teams to promote process adoption and training.

Skills

ITIL knowledge

Incident management

Change management

Documentation

Governance

Cross-team coordination

Education

Bachelor’s degree in IT / related field

Tools

ITSM platforms

Job description

City of Charlotte seeks an ITIL Incident & Change Management Administrator to coordinate incident tracking, administer change workflows, and ensure governance across IT services in the Charlotte Area Transit System (CATS) Technology Department.

The role emphasizes documentation, reporting, and collaboration with Service Desk and technical teams to improve service reliability and compliance, while supporting the City’s migration to MPTA in 2027.