Job Description

Position: ITSM Change Control Manager

Duration: 1 year with extension possible

Location: Montgomery, AL (onsite from day 1)

Interview Mode: Video or in person based on location

Job Description:

The Alabama Medicaid Agency (AMA) is preparing for a major transition from a monolithic Medicaid Management Information System (MMIS) with 14 different business functions operated by a single contractor to an interoperable, modernized system based on a Service Oriented Architecture (SOA) operated by multiple contractors .

This multi-year "Modernization" project will include working with multiple contractors, as well as working with multiple change management pathways. A diverse set of module contractors will provide design, development, and implementation (DDI) engagement to fulfill the specifications outlined in various proposals and statements of work. Each module has a team dedicated to managing the DDI phase.

We are seeking an experienced ITSM Change Control Manager to lead and oversee the change management process within this complex IT environment. This role is responsible for ensuring that all changes to MES infrastructure, and applications are assessed, approved, implemented, and documented in a controlled and compliant manner.

The ideal candidate will have deep experience in IT Service Management (ITSM), strong knowledge of change control processes, and the ability to coordinate across technical teams, business stakeholders, and leadership to minimize risk and service disruption.

Responsibilities

The Change Control Manager facilitates changes to the production MMIS environment. During the modernization project and on a specific timeline, each module contractor's solution will replace a component of the current legacy MMIS. "production" MMIS environment will change significantly with the replacement of each module. Changes to the production MMIS environment will require diligent coordination, monitoring, and communication. The contractors may use a variety of development methodologies to include Agile, Waterfall, Feature Driven Development (FDD), Rapid Application Development (RAD) or a Hybrid approach. The Change Control Manager is expected to manage the change control processes associated with the various contractors and AMA subject matter experts. AMA has created an Enterprise Change Management (ECM) process with several checks and balances, including Boards with specific authority. The Change Control Manager will interact with department be out front of all change requests. The Change Control Manager will stay engaged with department leaders as project-sizing information is developed. The Change Control Manager coordinates with department leaders when changes are ultimately presented to the approval committee. The Change Control Manager facilitates the change process when it involves more than one module or platform. The Change Control Manager has minimum process control enforcement authority over contractors but maintains responsibility for administrative activities associated with the Executive Change Control Board (ECCB), Module Change Board and MES Change Approval Board (CAB). The expectation is that approved RFCs come in on time and within budget. The person is expected to be self-motivated, organized, and dependable.

Experience Required:

• 5 7 Years of experience as a Change Control Manager
• Experience in creating policies and guides for Change Control Board activities.
• Manage and optimize ITSM tools such as ServiceNow (or similar platforms)
• Track and report on Change metrics (success rate, failures, incidents caused by change)
• Develop dashboards and performance reports for leadership
• Strong knowledge of ITIL principles and practices
• Experience managing CAB processes in a large enterprise environment
• Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management

Experience Preferred:

• 2 3 years of experience managing changes involving multiple contractors
• Expert MS Project skills and experience managing multiple projects simultaneously
• Expert/Advanced knowledge of all Microsoft Office products including Office 365, Teams, and SharePoint Strong interpersonal skills and team building expertise
• Excellent verbal and written communication skills
• Ability to work independently with minimal direction from State or other team members
• Ability to work under pressure / to a deadline
• Ability to work in team-oriented environment
• Strong analytical and critical thinking skills
• Detailed oriented and highly organized

Required /Desired Skills:

• Enterprise Change Governance Leadership

Provides strategic oversight of the enterprise change control framework, ensuring all changes across the Medicaid Enterprise System (MES) are governed in a controlled, auditable, and risk-managed manner. Establishes and maintains change policies, standards, operating procedures, and governance models aligned with regulatory and enterprise objectives.

• Strategic Change Risk & Impact Management

Leads comprehensive risk evaluation across the enterprise change portfolio, assessing cumulative system impact, operational risk, regulatory implications, and business readiness. Ensures robust documentation of risk likelihood, mitigation strategies, validation plans, rollback procedures, resource alignment, and implementation sequencing.

• Executive-Level Change Advisory & Board Governance

Oversee Change Advisory Board (CAB) and Enterprise Change Control Board (ECCB) governance structures. Ensures all Requests for Change (RFCs) are complete, risk-assessed, and decision-ready. Facilitates structured review, executive reporting, decision documentation, and accountability tracking. Ensures principal stakeholders or designated delegates are present for informed decision-making.

• Multi-Contractor & Cross-Functional Coordination

Directs collaboration across module contractors, operations, architecture, security, and business stakeholders to validate scope, sizing, resourcing, financial impact, scheduling, and compliance considerations. Ensures alignment across interdependent systems and release calendars.

• ITSM Process Integration & Service Stability

Ensures Change Management is fully integrated with Incident, Problem, Release, Configuration, and Knowledge Management processes. Validates CMDB and service map impacts, monitors change-related incident trends and drives corrective action to protect service stability and operational integrity.

• Regulatory Compliance & Audit Readiness

Maintains full audit traceability of change activities in compliance with Medicaid, CMS, HIPAA, and state oversight requirements. Enforces segregation of duties, evidentiary documentation standards, and governance controls to support internal and external audits.

• Release & Implementation Oversight

Directs enterprise implementation planning, including release bundling, scheduling, blackout window governance, and forward schedule of change (FSC) management. Oversees execution readiness, business communication planning, and post-implementation validation.

• Post-Implementation Review & Continuous Improvement

Leads structured post-implementation reviews to evaluate outcomes, performance metrics, and risk realization. Analyzes change success rates, emergency change trends, and service disruptions to drive continual service improvement and process maturity.

• Performance Management & Executive Reporting

Defines and monitors enterprise Change Management KPIs, including change success rate, emergency change frequency, change-related incident volume, and SLA adherence. Provides executive dashboards and strategic insights to support informed governance decisions.

• ITSM Tooling & Workflow Governance

Provides oversight of ITSM platform configuration (e.g., ServiceNow or equivalent), ensuring automated approval routing, risk scoring, workflow integrity, reporting accuracy, and system integration across contractors and enterprise platforms.

• Stakeholder Communication & Organizational Influence

Leads structured enterprise change communications, including stakeholder notifications, outage advisories, and business readiness messaging. Exercises executive-level influence, conflict resolution, and decision facilitation across a complex, multi-contractor governance environment.

Preferred Skills

• Ability to create/update project schedules for complex RFCs that require an integrated schedule for coordination across modules and progress monitoring to prevent schedule slippage
• Demonstrates professional interaction with a diverse group of executives, directors, managers, and subject matter experts
• Written and verbal skills to effectively relay information to diverse audience of receivers.
• Experience documenting lessons learned, and program updates associated with Enterprise Change Management processes
• Ability to facilitate design sessions once the CAB releases RFC to impacted module contractors

Education Desired:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in ITSM, with a focus on Change Management or Change Control

Education Preferred: -

• ITIL Foundation Certification
• Project Management Institute (PMI) Project Management Professional (PMP) Certification or equivalent

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