ITSM Change Manager

vTech Solution; North Carolina; Hybrid; USD 65,000 - 95,000; Full time

Job summary

vTech Solution, in North Carolina, seeks a Junior ITSM Change Process Manager to oversee and improve enterprise Change Management, driving governance, automation, and training across IT teams and leadership.

You will partner with service owners to balance change needs with stability, manage risk, and ensure audit-ready documentation, while advancing statewide maturity under a hybrid schedule.

Qualifications

• Bachelor's degree in CS/IT/Business or related field.
• 5+ years in ITSM, preferably Change Management.
• Experience with ServiceNow or similar ITSM platforms.
• Skilled in change governance, risk, scheduling, and controls.
• Strong analytical, organizational and stakeholder skills.
• Experience with CAB/ECAB governance.
• Public-sector or large enterprise IT familiarity.

Responsibilities

• Govern and oversee enterprise Change Management across standard, normal, and emergency changes.
• Establish, maintain change policies, standards, procedures, controls, and performance metrics.
• Manage risk assessments, authorization, scheduling, implementation oversight, and post-implementation reviews.
• Collaborate with service owners and leadership to balance change needs with stability.
• Drive ITIL Change Enablement best practices, governance, and automation.
• Lead statewide change culture and public-sector compliance including audit controls.
• Prepare audit-ready documentation and ensure compliance with state policies.
• Communicate high-impact or emergency changes to executives.

Skills

ITSM governance

Change management

Stakeholder management

Executive communication

Analytical skills

CAB/ECAB leadership

Public-sector familiarity

Education

Bachelor's degree in CS/IT/Business or related field

Tools

ServiceNow

CAB Workbench

Job description

Job Summary

The ITSM Change Process Manager - Junior is responsible for overseeing and improving the enterprise Change Management process to ensure IT changes are controlled, coordinated, and secure with minimal disruption. This role acts as the process owner and strategic leader for change enablement, working closely with various IT teams and leadership to maintain operational stability and drive continuous improvement through governance, automation, and training.

Responsibilities

• Govern and oversee the enterprise Change Management process, including Standard, Normal, and Emergency Changes.
• Establish and maintain change policies, standards, procedures, controls, and performance metrics.
• Manage risk and impact assessments, authorization, scheduling, implementation oversight, and post-implementation reviews.
• Collaborate with service owners, technical teams, and leadership to balance change needs with operational stability.
• Drive ServiceNow automation, analytics, governance, and adoption of ITIL Change Enablement best practices.
• Lead statewide change culture and public‑sector compliance including audit controls and high‑visibility changes.
• Manage escalation processes and cross‑agency conflict resolution related to change scheduling and communication.
• Ensure audit‑ready documentation quality and compliance with business justification and implementation plans.
• Enhance coordination across domains addressing operational dependencies and risk hotspots.
• Oversee change‑related incidents and operational stability initiatives.
• Communicate executive‑level information regarding high‑impact or emergency changes.
• Provide training, coaching, and organizational change leadership to advance statewide maturity.
• Lead strategic improvement initiatives, automation opportunities, and enterprise‑level process redesign.

Required Skills & Certifications

• Bachelor's degree in Computer Science, IT, Business Administration, or related field, or equivalent experience.
• Minimum 5 years supporting or managing ITSM processes, preferably Change Management.
• Experience with ServiceNow or equivalent ITSM/change management platforms.
• Proficient in change governance, risk assessment, authorization, scheduling, implementation, and compliance controls.
• Strong analytical, problem‑solving, organizational, and stakeholder‑management skills.
• Experience leading and governing enterprise Change Management processes including CAB and ECAB.
• Experience with ServiceNow CAB Workbench implementation, configuration, administration, or use.
• Knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices.
• Understanding of deployment methodologies, project lifecycle, and software development lifecycle.
• Familiarity with audit, compliance, and IT control requirements in public‑sector or enterprise IT environments.
• Strong written, verbal, facilitation, relationship‑management, and executive communication skills.
• Ability to exercise independent judgment and work effectively across technical and business teams.

Preferred Skills & Certifications

• ITIL v4 Foundation Certification or ability to obtain within 6 months of hire.
• ITIL Change Enablement/Change Management practitioner‑level training or experience.
• Hands‑on experience with ServiceNow automation, dashboards, risk scoring, and approval workflows.
• Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting.
• Experience working in public‑sector or large enterprise IT organizations.

Special Considerations

• Must comply with public‑sector requirements including SISM, audit controls, and expedited/latent change classifications.
• Responsible for maintaining audit‑ready documentation and ensuring compliance with state IT policies.
• Must be able to handle executive‑level communication and escalation for high‑impact or emergency changes.
• Candidate must agree to absence policies requiring prior approval for absences greater than two weeks.
• Hybrid work environment requiring onsite presence once a week to twice a month as needed.
• Must adhere to vendor hourly rate caps and payment policies.

Scheduling

• Hybrid work schedule with onsite attendance required approximately once a week to twice a month.
• Work hours follow standard business schedules with possible coordination across multiple agencies.
• Availability for the full duration of the contract assignment is expected.