ITIL ITSM Metrics Reporting Technical Manager (Jobs in Raleigh, NC)   Requirement id 159005 Job title Manager Job location in Raleigh, NC Skills required ITIL, Change Management, Service Now Administrator, ITSM Metrics Reporting Technical Open Date 31-Aug-2026 Close Date Job type Contract Duration 10 Months Compensation DOE Status requirement --- Job interview type --- Apply    Email Recruiter: coolsoft Job Description Manager: ITIL, Change Management, Service Now Administrator, ITSM Metrics Reporting Technical Start date : 9/1/2026 End Date :06/30/2027 Submission deadline :09/04/2026 Client Info : NCDIT Note: Work Arrangement: Hybrid Agency Interview Type: Webcam Interview Only Description: The max rate for this position is $95/hour. This is a hybrid position that will require the candidate onsite once a week to twice a month depending on the need. The ITSM Change Process Manager is responsible for the governance, oversight, and continual improvement of the enterprise Change Management process, helping ensure 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. The Change Process Manager oversees the end-to-end lifecycle of Standard, Normal, and Emergency Changes, including risk and impact assessment, authorization, scheduling, implementation oversight, post-implementation review, reporting, and closure. Youll work closely with service owners, technical teams, Incident, Problem, Configuration, Release Management, and leadership to balance the need for change with operational stability. Youll also drive improvements through ServiceNow automation, analytics, governance, training, and adoption of ITIL Change Enablement best practices. Key Responsibilities • Functions as the enterprise authority governing Change Enablement across all NCDIT divisions and consolidated agencies - not only the process owner but the strategic leader for statewide change culture. • Explicitly governs public-sector requirements, including SISM, audit controls, Expedited/Latent classifications, and high-visibility changes affecting state services. • Adds enterprise escalation authority, allowing CAB/ECAB decisions to move upward to DSCIO/SCIO when required. • Integrates statewide Forward Schedule of Change governance, with cross-agency conflict resolution and customer communication expectations. • Expands role to lead ServiceNow modernization efforts, including automation restoration, risk scoring logic, CAB Workbench, dashboard design, and approval workflow improvements. • Adds accountability for audit-ready documentation quality, ensuring Work Info records meet DITs documented requirements for Business Justification, Service Impact, Test/Install/Back-Out plans, and Install Results. • Integrates more robust cross-domain coordination, specifically addressing enterprise operational dependencies, known gaps, and risk hotspots. • Strengthens oversight of change-related incidents and operational stability initiatives. • Adds executive-level communication responsibilities for high-impact or emergency changes. • Elevates training and coaching into organizational change leadership, advancing statewide maturity rather than team-level competence. • Establishes responsibility for strategic improvement initiatives, automation opportunities, and enterprise-level process redesign. Minimum Education and Experience * Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field; or an equivalent combination of education and experience. * 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 Service Now or another enterprise ITSM/change management platform. * Experience applying change governance, risk assessment, authorization and approval, scheduling, implementation, and compliance controls. * Strong analytical, problem-solving, organizational,   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 159005 while calling.   Other jobs in NC: Chapel Hill (2), Charlotte (58), Dix Campus (1), Greensboro (3), Morrisville (2), North Charlotte (2), Raleigh (96), St Raleigh (2), Winston Salem (3), ITIL job openings in Raleigh, NC Jobs List NCDIT - Technical Specialist- Senior (751466) Create date: 25-Nov-2024 No of Submissions : 2 Start date : 12/01/2024 End Date : 06/30/2025 Submission deadline : 11/26/2024 Client Info : NCDIT Note: * Agency Interview Type : Webcam Interview Only * Hybrid Description : Must-Haves: 4-6 years of experience .... (This job is for - ITIL Jobs in NC Raleigh Specialist - (in Raleigh, NC)) NCDIT - Service Support Analyst- Expert (722858) Create date: 16-Oct-2023 Remote start date :08/01/2023 End date :05/01/2024 submission deadline :10/17/2023 client info :10/17/2023 Description : The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests.... 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