Change Manager

This is a remote position.

Change Manager

Project Name

NC Medicaid Enterprise System (MES) – Provider Data Management / Credentialing Verification Organization (PDM/CVO)

Program

NC Medicaid Integrated Modular Solution (MIMS) / Medicaid Enterprise System (MES) – PDM/CVO Module

Customer

North Carolina Department of Health and Human Services (NCDHHS), Division of Health Benefits (DHB)

Location

Remote, with periodic on-site presence at the State’s primary project location (Raleigh, NC)

Screening

Must satisfy NCDHHS background screening and confidentiality requirements; handles PHI/PII under HIPAA, 42 CFR Part 2, and the NC Statewide Data Classification and Handling Policy

Work Authorization

GC, GC-EAD, USC

Hours

1.0 FTE

Deadline

08/24/2026

The Change Manager (CM) ensures that every initiative supporting the basis for a change to the PDM/CVO solution is prioritized, justified, submitted, approved, and released in accordance with the Vendor and State processes agreed upon during negotiations. The role carries three interlocking mandates. First, change control: ownership of the Change Management Plan and Change Request approval process for alterations to budget, requirements, scope, and schedule. Second, release management — a function the State has identified as critical because it drives service tickets, coordination of changes to operational systems, decommissioning efforts, and the logical sequencing of functionality being deployed. Third, organizational change management (OCM), which the Department has confirmed is an ancillary function of the CM role. The Change Manager is also expressly responsible for the Requirements Traceability Matrix (RTM) and all Deliverables, making this the position accountable for the integrity of the line running from contractual requirement, through design and build, to tested, certified, and released functionality.

•     Ensure initiatives supporting the basis for changes are prioritized, justified, submitted, approved, and released following the Vendor and State processes agreed upon during negotiations.

•     Author, maintain, and execute the Change Management Plan and CR Approval Process, aligned to the Department’s formal process, including the CR lifecycle process flow, roles and responsibilities, monitoring of change requests through their lifespan, status tracking and escalation for at-risk CRs, and the approach to communicating changes to internal and external stakeholders.

•     Coordinate with any other Department Contractor that may be impacted by, or have a dependency on, a change — including MES module vendors, the Medicaid Integration Services (MIS) platform, and the MES PMO.

•     Own the Requirements Traceability Matrix: develop, maintain, and submit an RTM showing bi-directional traceability between testable and non-testable contractual requirements and their realization across requirements, design, testing, and Streamlined Modular Certification (SMC) items; capture how each requirement is realized (configuration, custom development, or base functionality); ensure every revision is reviewed and approved by the State and linked back to an approved change request; and include the COTS/SaaS gap analysis in the initial RTM.

•     Serve as the accountable owner for all Deliverables: maintain the deliverable calendar, drive Deliverable Expectation Documents, manage submission and State review and comment cycles, track resubmissions, and secure formal acceptance — coordinating with the Contract Manager on acceptance-linked payment milestones.

•     Author and execute the Release Management Plan, including the approach to working with the Department, impacted Department Contractors, and the MES PMO toward a 60-day lead time for releases, and the approach to managing, planning, scheduling, and controlling a software build through environments, testing, and deployment.

•     Drive release execution: release calendars and content definition, environment promotion strategy, cutover and back-out planning, post-release verification, and the logical sequencing of functionality being deployed across DDI, Certification, and O&M.

•     Manage decommissioning efforts, including the monthly review and identification of unneeded components required by the Decommissioning deliverable.

•     Operate within the State-provided ITSM services for Change, Incident, Problem, and Release Management: ensure all State-initiated changes and changes impacting Medicaid production operations are tracked in the State change management solution to enable cross-module collaboration, centralized approvals, and deployment tracking; and follow the State-provided and defined Release Management process.

•     Discharge the ancillary organizational change management function: stakeholder impact and readiness assessments, adoption measurement, and alignment of change messaging with the DDI and Operations Communication Plans and the Training Plan.

•     Partner with the Configuration Manager to keep configuration baselines and the CMDB synchronized with approved changes and releases in alignment with ITIL standards, and with the Testing Lead and the State-provided defect tracking and test management systems on defect-to-release disposition.

•     Support Certification by supplying the traceability evidence and change history required to validate SMC items and satisfy Department and CMS reviewers.

•     Report change and release metrics — CR volume and aging, at-risk CR escalations, release throughput, deployment success and rollback rates, and deliverable acceptance status — into the weekly status reporting cycle and the Project Work Plan.

•     Remote-first, with availability to work at the State’s primary project location in Raleigh, NC at the Department’s request for release planning, integration planning, risk review meetings, root cause analysis sessions, operational readiness reviews, user acceptance testing, implementation, and production deployment.

•     100% dedicated to this Contract. Any proposal of this resource at less than 100% requires approval by the State Contract Manager.

•     Surge and extended-hours availability during release windows, cutover, go-live, and Certification milestones; on-call during active deployments and back-out events.

•     Engaged across the full contract lifecycle: an initial term of five (5) years with two (2) optional one-year extensions.

•     Standard business hours, Eastern Time, with scheduled after-hours and weekend deployment windows as agreed with the Department.

•     Bachelor’s degree in information systems, business administration, computer science, or a related field; or an equivalent combination of education and directly relevant experience.

•     Minimum of ten (10) years of current experience relative to the role of a change/release manager.

•     Demonstrated ownership of a Requirements Traceability Matrix on a project of similar size and scope, including bi-directional traceability across requirements, design, test, and certification artifacts, and disciplined linkage of RTM revisions to approved change requests.

•     Demonstrated ownership of a formal Change Request lifecycle — intake, justification, impact assessment across budget, scope, schedule, and requirements, review, approval or rejection, and closure — in a public-sector or regulated health program environment.

•     Hands-on release management experience: environment strategy, release calendars and lead times, multi-vendor release sequencing, cutover and back-out planning, and production deployment control.

•     Practical experience applying ITIL-based Change, Release, Incident, and Problem Management using an enterprise ITSM platform (e.g., ServiceNow or equivalent), including operating inside a customer-provided ITSM instance.

•     Experience delivering in a hybrid Agile/Scrum and waterfall environment, including sprint-to-release mapping and release trains.

•     Experience managing a deliverable-based contract portfolio with formal State or client review, comment, and acceptance cycles.

•     Strong written communication skills; able to produce management plans, CR impact analyses, release notes, and stakeholder communications with equal clarity.

•     ITIL v4 Foundation or higher; Prosci Change Practitioner or CCMP for the organizational change management function.

•     Project Management Professional (PMP), PMI-ACP, or Certified ScrumMaster (CSM).

•     Prior experience on a Medicaid Enterprise System, MMIS, or NCTracks program, or another state Medicaid modular procurement.

•     Working knowledge of CMS Streamlined Modular Certification (SMC), the CMS certification lifecycle, and MITA 3.0.

•     Experience in a multi-vendor systems integration environment using client-provided ITSM, defect tracking, and centralized test management services.

•     Familiarity with provider enrollment, screening, credentialing, and NCQA-aligned CVO business processes.

•     Experience with cloud/SaaS release models, CI/CD pipelines, and infrastructure-as-code change control.

•     Working knowledge of Section 508 / accessibility obligations as they apply to released functionality and supporting documentation.