ITIL Incident & Change Management Administrator

Department: Charlotte Area Transit System Department Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service. This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region. Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs. The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it. SUMMARY Salary: $81,226.00 - $116,762.94 Commensurate with Experience 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. Major Duties and Responsibilities Incident Management Administration 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. Change Management Coordination 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. Governance and Process Compliance 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. Post-Incident and Change Review Support 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. Reporting and Metrics Develop reports summarizing incident and change trends. Track performance indicators related to service stability. Provide data supporting leadership decision-making. Identify recurring operational risks. Collaboration and Organizational Support 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. Core Competencies Process Governance Maintains disciplined execution of structured workflows. Ensures procedural consistency. Supports accountability. Reduces operational risk. Organizational Coordination Facilitates cooperation across technical teams. Aligns stakeholders. Maintains communication clarity. Supports shared outcomes. Analytical Awareness Uses operational data to identify improvement opportunities. Recognizes patterns. Supports prevention efforts. Enhances reliability. Attention to Operational Detail Ensures completeness and accuracy of governance records. Maintains documentation quality. Tracks activities carefully. Knowledge, Skills and Abilities: Knowledge of: Incident and change management concepts. IT service management practices. Technology operations workflows. Documentation and reporting practices. Organizational governance principles. Skill in: Coordinating complex workflows. Maintaining detailed operational records. Communicating process requirements clearly. Analyzing operational data trends. Using service management tools. Ability to: Maintain neutrality while enforcing processes. Work independently managing multiple activities. Facilitate collaboration across teams. Support organizational accountability. Adapt processes as operational maturity evolves. Minimum Qualifications 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. Preferred Qualifications Familiarity with ITIL or service management practices. Experience using ITSM platforms. Experience coordinating workflows across multiple teams. Public-sector or multi-site organizational experience. CONDITIONS OF EMPLOYMENT The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments. The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior. Our culture is to serve the community honorably. HOW TO APPLY Apply online. Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays. For questions about your application or the hiring process, please email The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120. BENEFITS The City of Charlotte provides a comprehensive benefits package to eligible employees. Click here to learn more about the City of Charlotte’s benefits. The City of Charlotte is a drug and alcohol-free workplace.