ITSM Change Process Manager (Raleigh, NC Hybrid)

Apex Systems; Raleigh, Northern (NC, KY); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

401K with company match

Employee stock purchase plan (ESPP)

Job summary

Everforth Apex Systems in Raleigh, NC, seeks an ITSM Change Process Manager to govern enterprise Change Management, improve processes, and minimize business disruption. You will own change policies, standards, and performance measures while coordinating across NCDIT divisions and agencies.

You will lead ServiceNow initiatives, assurance activities, and executive communications for high-impact changes, driving statewide maturity and automation opportunities.

Qualifications

• Requires 5+ years in supporting or managing ITSM processes (Change, Release, Incident, Problem, or Configuration)
• Experience with enterprise Change Management
• Experience with ServiceNow or similar ITSM/change platform
• Ability to apply governance, risk assessment, authorization and approval, scheduling, and compliance controls

Responsibilities

• Govern Change Enablement across all divisions and agencies
• Ensure compliance with state requirements and audit controls
• Escalate issues for CAB/ECAB decisions as needed
• Coordinate cross-agency change governance and customer communications
• Lead modernization efforts in ServiceNow including dashboards and workflows
• Ensure audit-ready documentation for change records and tests
• Coordinate cross-domain dependencies and risk hotspots
• Oversee change-related incidents and operational stability initiatives
• Handle executive communications for high-impact changes
• Support statewide change leadership and training
• Identify opportunities for enterprise process redesign and automation

Skills

ITSM Change Management

ServiceNow

Governance & Compliance

Risk Assessment

Change Scheduling

Stakeholder Communication

Education

Bachelor's degree in CS/IT/business or related

ITIL v4 Foundation (preferred)

Tools

ServiceNow CAB Workbench

Job description

ITSM Change Process Manager (Raleigh, NC Hybrid)

Location: Raleigh, North Carolina (Hybrid)

Role Overview

The ITSM Change Process Manager is responsible for the governance, oversight, and continual improvement of the enterprise Change Management process. This role ensures changes to the IT environment are introduced in a controlled, coordinated, and secure manner with minimal disruption to business and IT services. This position serves as the enterprise process owner for Change Management, establishing and maintaining change policies, standards, procedures, controls, and performance measures.

Key Responsibilities

• Function as the enterprise authority governing Change Enablement across all NCDIT divisions and consolidated agencies, acting as the strategic leader for statewide change culture.
• Govern public-sector requirements, including SISM, audit controls, Expedited/Latent classifications, and high-visibility changes affecting state services.
• Serve as the enterprise escalation authority, allowing CAB/ECAB decisions to move upward to DSCIO/SCIO when required.
• Integrate statewide Forward Schedule of Change governance, with cross-agency conflict resolution and customer communication expectations.
• Lead ServiceNow modernization efforts, including automation restoration, risk scoring logic, CAB Workbench, dashboard design, and approval workflow improvements.
• Ensure accountability for audit-ready documentation quality, verifying that Work Info records meet documented requirements for Business Justification, Service Impact, Test/Install/Back-Out plans, and Install Results.
• Integrate robust cross-domain coordination, addressing enterprise operational dependencies, known gaps, and risk hotspots.
• Strengthen oversight of change-related incidents and operational stability initiatives.
• Handle executive-level communication responsibilities for high-impact or emergency changes.
• Elevate training and coaching into organizational change leadership to advance statewide maturity.
• Establish responsibility for strategic improvement initiatives, automation opportunities, and enterprise-level process redesign.

Required Qualifications

A Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; or an equivalent combination of education and experience. Candidates should have 5+ years of experience supporting or managing ITSM processes, preferably Change, Release, Incident, Problem, or Configuration Management, with demonstrated experience in enterprise Change Management. Experience with ServiceNow or another enterprise ITSM/change management platform is required, along with experience applying change governance, risk assessment, authorization and approval, scheduling, implementation, and compliance controls.

Preferred Qualifications

• ITIL v4 Foundation Certification or ability to obtain certification within 6 months of hire.
• ITIL Change Enablement/Change Management experience or related practitioner-level training.
• Experience leading and governing enterprise Change Management processes, including CAB and ECAB, within a large IT organization.
• Hands‑on knowledge and experience running Change Management using ServiceNow, including Change Requests, approval workflows, change calendars, risk assessment, reporting, dashboards, and automation.
• Experience with ServiceNow CAB Workbench, including implementation, configuration, administration, or operational use.
• Experience developing or improving ITSM policies, procedures, governance controls, metrics, and reporting.
• Working knowledge of Incident, Problem, Configuration/CMDB, Release, and Service Level Management practices.
• Understanding of deployment and implementation methodologies, project lifecycle concepts, and the software development lifecycle.
• Familiarity with audit, compliance, and IT control requirements.
• Experience working in public‑sector or enterprise‑scale IT environments.

Everforth Apex Benefits Overview

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on‑demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Equal Opportunity Employment

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Accommodation for Disability

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [e-mail] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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