Change Manager

About the Role

The Change Manager will serve as the enterprise authority for Change Enablement within Our Client’s statewide IT organization. Working in a hybrid environment, the role balances strategic governance with hands‑on coordination of change activities across multiple divisions and agencies. The manager ensures that all IT changes are introduced in a controlled, secure, and minimally disruptive manner, while continuously improving processes through automation and analytics. This position collaborates closely with service owners, technical teams, and ITIL functions to drive a culture of disciplined change and operational stability.

Key Responsibilities

• Govern and continuously improve the enterprise Change Management process, establishing policies, standards, and performance metrics.
• Oversee the full lifecycle of Standard, Normal, and Emergency changes, including risk and impact assessments, authorizations, scheduling, implementation oversight, and post‑implementation reviews.
• Ensure compliance with public‑sector requirements such as SISM, audit controls, and expedited/latent change classifications.
• Coordinate cross‑agency Forward Schedule of Change governance, resolve conflicts, and communicate change schedules to stakeholders.
• Lead ServiceNow modernization initiatives, including automation restoration, risk‑scoring logic, CAB workbench enhancements, dashboard design, and workflow improvements.
• Maintain audit‑ready documentation for all change records, ensuring completeness of business justification, impact analysis, test/back‑out plans, and implementation results.
• Collaborate with Incident, Problem, Configuration, and Release Management teams to align change activities with overall service stability.
• Drive continuous improvement through analytics, reporting, training, and adoption of ITIL Change Enablement best practices.

Required Skills & Experience

• 2‑4 years of experience in IT Service Management (ITSM) with a focus on Change Management.
• Strong understanding of ITIL Change Enablement processes and best practices.
• Demonstrated ability to develop and enforce governance policies, audit controls, and compliance frameworks.
• Excellent analytical and risk‑assessment skills, with experience evaluating business impact and service disruption.
• Effective communication and stakeholder‑management abilities, capable of influencing senior leadership and cross‑functional teams.
• Experience drafting and maintaining detailed change documentation, including business justifications, test plans, and back‑out procedures.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).

Tools & Technologies

• ServiceNow ITSM platform – configuration, workflow design, and reporting.
• ITIL framework – Change Enablement, Incident, Problem, Configuration, and Release Management.
• Microsoft Office Suite (Word, Excel, PowerPoint) for documentation and reporting.
• Analytics and dashboard tools (e.g., ServiceNow Performance Analytics, Power BI) for change metrics.
• Collaboration tools such as Microsoft Teams or Zoom for virtual meetings and webinars.

Work Schedule & Duration

• Contract length: September 1, 2026 – June 30, 2027 (approximately 10 months).
• Hybrid work model: remote work with onsite presence required once a week to twice a month, based on business needs.
• Full‑time schedule, standard business hours.

Interview Process

The interview process consists of a single webcam interview conducted by Our Client’s hiring team. Candidates will be evaluated on their Change Management knowledge, ITIL expertise, and ability to communicate process governance effectively.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States