ITIL Incident & Change Management Administrator
About The Position
The ITIL Incident & Change Management Administrator coordinates and administers incident and change management processes for the Charlotte Area Transit System (CATS) Technology Department. This position ensures technology activities follow structured governance practices designed to maintain service reliability and minimize operational risk. The role tracks incidents, facilitates change approval workflows, maintains documentation, and supports post-incident and change review activities across enterprise and operational technology environments. The ITIL Incident & Change Management Administrator works collaboratively with technical teams to promote accountability, transparency, and continuous improvement in technology service delivery. Working under general direction, this position exercises professional judgment in managing workflow governance and ensuring adherence to established service management standards.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field; or equivalent experience.
- Two (2) years experience supporting IT operations, service coordination, or process administration.
- Knowledge of: Incident and change management concepts.
- Knowledge of: IT service management practices.
- Knowledge of: Technology operations workflows.
- Knowledge of: Documentation and reporting practices.
- Knowledge of: Organizational governance principles.
- Skill in: Coordinating complex workflows.
- Skill in: Maintaining detailed operational records.
- Skill in: Communicating process requirements clearly.
- Skill in: Analyzing operational data trends.
- Skill in: Using service management tools.
- Ability to: Maintain neutrality while enforcing processes.
- Ability to: Work independently managing multiple activities.
- Ability to: Facilitate collaboration across teams.
- Ability to: Support organizational accountability.
- Ability to: Adapt processes as operational maturity evolves.
Nice To Haves
- Familiarity with ITIL or service management practices.
- Experience using ITSM platforms.
- Experience coordinating workflows across multiple teams.
- Public-sector or multi-site organizational experience.
Responsibilities
- Coordinate tracking of technology incidents within service management systems.
- Ensure incidents are documented, categorized, and prioritized appropriately.
- Monitor incident progress and resolution timelines.
- Support coordination during major incidents.
- Maintain records supporting incident analysis and reporting.
- Administer change request workflows and approval processes.
- Ensure proposed changes include required documentation and risk evaluation.
- Coordinate scheduling of approved changes.
- Track implementation outcomes and closure activities.
- Maintain change history records.
- Monitor adherence to incident and change management procedures.
- Identify deviations from established processes.
- Support corrective actions improving compliance.
- Promote consistent use of service management practices.
- Coordinate post-incident review activities.
- Document lessons learned and improvement recommendations.
- Support problem management and root cause analysis processes.
- Track follow-up actions resulting from reviews.
- Develop reports summarizing incident and change trends.
- Track performance indicators related to service stability.
- Provide data supporting leadership decision-making.
- Identify recurring operational risks.
- Work with Service Desk and technical teams ensuring process adoption.
- Provide guidance on workflow requirements.
- Support training related to incident and change processes.
- Assist with continuous improvement initiatives.
Benefits
- Comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
