ITIL Incident & Change Management Administrator

ABOUT THE ROLE This position coordinates and administers incident and change management processes for the Charlotte Area Transit System (CATS) Technology Department. The role ensures technology activities follow structured governance practices designed to maintain service reliability and minimize operational risk. The administrator tracks incidents, facilitates change approval workflows, maintains documentation, and supports post-incident and change review activities across enterprise and operational technology environments. KEY RESPONSIBILITIES - Coordinate tracking of technology incidents, ensuring proper documentation, categorization, and prioritization. - Administer change request workflows, evaluate risks, coordinate scheduling, and track implementation outcomes. - Monitor adherence to incident and change management procedures and support corrective actions to improve compliance. - Coordinate post-incident review activities, document lessons learned, and support root cause analysis processes. - Develop reports summarizing incident and change trends, track performance indicators, and identify recurring operational risks. - Work collaboratively with the Service Desk and technical teams to ensure process adoption, provide guidance, and support training. MINIMUM QUALIFICATIONS - Bachelor's degree in Information Technology, Business Administration, Public Administration, or a related field; or equivalent experience. - Two years of experience supporting IT operations, service coordination, or process administration. SPECIAL REQUIREMENTS - Employees hired into this role will remain City of Charlotte employees through December 31, 2026, and will transition to Metropolitan Public Transit Authority (MPTA) employment on January 1, 2027. - Familiarity with ITIL or service management practices, ITSM platforms, and public-sector experience are preferred. - Must pass a pre-employment drug-screening test and physical examination. - May be required to take a skills test or participate in other assessments during the selection process. SELECTION PROCESS - Final candidates must pass a comprehensive background check in compliance with federal and state statutes like the Fair Credit Reporting Act. - Background checks include reference checks, social security verification, education verification, criminal conviction record check, and potentially credit history, sex offender registry, and motor vehicle records checks. - Written authorization is required before obtaining criminal, motor vehicle, or credit reports. HOW TO APPLY - Apply online before the closing date of August 24, 2026. - Self-service application kiosks are available at the City of Charlotte Human Resources Department lobby, 700 East 4th Street, Suite 200, Charlotte, NC 28202, Monday through Friday from 9:30 a.m. to 3:30 p.m. - For questions, email Careers@ci.charlotte.nc.us. - Request reasonable accommodations or auxiliary aids via the Innovation & Technology ADA request form or by calling 704.336.4120. EMPLOYMENT DETAILS - Agency: Charlotte Area Transit System (CATS) / City of Charlotte - Location: Charlotte-Mecklenburg Government Center, Charlotte, NC - Time Type: Full time - Job Requisition ID: JR104323 - The City of Charlotte provides a comprehensive benefits package to eligible employees. - The City of Charlotte is an Equal Opportunity Employer and a drug and alcohol-free workplace.