ITIL Incident & Change Management Administrator

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

Department: Charlotte Area Transit System Department

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we're committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year's sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It's an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We're excited about what's ahead and appreciate your interest in being part of it.

SUMMARY

Salary: $81,226.00 - $116,762.94 Commensurate with Experience

The ITIL Incident & Change Management Administrator coordinates and administers incident and change management processes for the Charlotte Area Transit System (CATS) Technology Department. This position ensures technology activities follow structured governance practices designed to maintain service reliability and minimize operational risk.

The role tracks incidents, facilitates change approval workflows, maintains documentation, and supports post-incident and change review activities across enterprise and operational technology environments. The ITIL Incident & Change Management Administrator works collaboratively with technical teams to promote accountability, transparency, and continuous improvement in technology service delivery. Working under general direction, this position exercises professional judgment in managing workflow governance and ensuring adherence to established service management standards.

Major Duties and Responsibilities

Incident Management Administration

• Coordinate tracking of technology incidents within service management systems.
• Ensure incidents are documented, categorized, and prioritized appropriately.
• Monitor incident progress and resolution timelines.
• Support coordination during major incidents.
• Maintain records supporting incident analysis and reporting.

Change Management Coordination

• Administer change request workflows and approval processes.
• Ensure proposed changes include required documentation and risk evaluation.
• Coordinate scheduling of approved changes.
• Track implementation outcomes and closure activities.
• Maintain change history records.

Governance and Process Compliance

• Monitor adherence to incident and change management procedures.
• Identify deviations from established processes.
• Support corrective actions improving compliance.
• Promote consistent use of service management practices.

Post-Incident and Change Review Support

• Coordinate post-incident review activities.
• Document lessons learned and improvement recommendations.
• Support problem management and root cause analysis processes.
• Track follow-up actions resulting from reviews.

Reporting and Metrics

• Develop reports summarizing incident and change trends.
• Track performance indicators related to service stability.
• Provide data supporting leadership decision-making.
• Identify recurring operational risks.

Collaboration and Organizational Support

• Work with Service Desk and technical teams ensuring process adoption.
• Provide guidance on workflow requirements.
• Support training related to incident and change processes.
• Assist with continuous improvement initiatives.

Core Competencies

Process Governance

• Maintains disciplined execution of structured workflows.
• Ensures procedural consistency.
• Supports accountability.
• Reduces operational risk.

Organizational Coordination

• Facilitates cooperation across technical teams.
• Aligns stakeholders.
• Maintains communication clarity.
• Supports shared outcomes.

Analytical Awareness

• Uses operational data to identify improvement opportunities.
• Recognizes patterns.
• Supports prevention efforts.
• Enhances reliability.

Attention to Operational Detail

• Ensures completeness and accuracy of governance records.
• Maintains documentation qu