Change and Knowledge Management Program Lead
Change and Knowledge Management Program Lead
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1 Vacancy
Job Description
The Role
We are seeking a strategic and proactive Change and Knowledge Management Program Lead to own and evolve our enterprisewide change and knowledge management programs with a strong focus on ensuring governance consistency and best practices for system configuration changes in ServiceNow. This role plays a critical part in enabling operational excellence reducing risk and ensuring that all technology and process changes are wellmanaged wellcommunicated and effectively adopted across the organization.
Key Responsibilities
- Own and lead the Change Management program within ServiceNow establishing and enforcing standards policies and best practices for configuration and system changes across the enterprise.
- Serve as the central point of accountability for ensuring change governance minimizing risk and maintaining compliance during system modifications.
- Build and execute robust change management strategies to support critical organizational initiatives including stakeholder analysis impact assessment communication and training.
- Design and lead the Knowledge Management framework to ensure effective capture organization and reuse of critical information and lessons learned.
- Establish and maintain a central knowledge repository enabling selfservice access to uptodate procedures technical documentation and operational guidance.
- Collaborate crossfunctionally with engineering operations compliance and executive leadership to align change processes with business goals and ensure seamless implementation.
- Define and track key performance indicators to evaluate the success and maturity of change and knowledge programs.
- Promote a culture of continuous improvement by identifying process gaps and proactively driving initiatives to enhance stability efficiency and user experience.
- Stay abreast of emerging tools technologies and best practices in ITSM change governance and knowledge managementand bring those innovations to life.
Qualifications
- Bachelors degree in Business IT Organizational Development or a related fieldor equivalent experience.
- 7 years of experience leading enterprise change management and/or knowledge management initiatives.
- Deep understanding of ServiceNow Change Management and ITSM frameworks (e.g. ITIL).
- Demonstrated success in driving governance automation and stakeholder alignment in fastpaced technical environments.
- Proven ability to influence crossfunctional teams and senior leadership through clear communication and strategic insight.
- Strong facilitation and change leadership skills with an emphasis on building scalable sustainable programs.
- Experience designing and implementing knowledgesharing systems and processes at scale.
- Change management certification (e.g. PROSCI CCMP) is a strong plus.
Employment Type
Full Time
