ITIL Incident & Change Manager — Service Reliability

Charlotte, North Carolina; Charlotte, Northern (NC, KY); Hybrid; USD 81,000 - 117,000; Full time

Job summary

Charlotte Area Transit System (CATS) is seeking an ITIL Incident & Change Management Administrator to coordinate incident and change processes within the Technology Department. The role ensures governance and documentation across enterprise environments and collaborates with technical teams to improve service delivery.

Minimum qualifications include a Bachelor's degree and 2 years’ IT operations experience; ITIL familiarity is preferred.

Qualifications

• Bachelor’s degree or equivalent experience.
• Two years of experience supporting IT operations or process administration.
• Familiarity with ITIL or service management practices.

Responsibilities

• Coordinate and administer incident management workflows across service management systems.
• Administer change request workflows and ensure required documentation and risk evaluation.
• Monitor adherence to incident and change management procedures and identify deviations.
• Support post-incident and change review activities including lessons learned.
• Develop reports on incident and change trends to support leadership decisions.
• Collaborate with Service Desk and technical teams to ensure process adoption.

Skills

Process Governance

Organizational Coordination

Analytical Awareness

Attention to Operational Detail

Education

Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field

Tools

ITSM platforms

Job description

Charlotte Area Transit System (CATS) is seeking an ITIL Incident & Change Management Administrator to coordinate incident and change processes within the Technology Department. The role ensures governance and documentation across enterprise environments and collaborates with technical teams to improve service delivery.

Minimum qualifications include a Bachelor's degree and 2 years’ IT operations experience; ITIL familiarity is preferred.