IT Change & Knowledge Lead - Seattle, WA

$100,000 - 135,000 per year

This is a Hybrid role and consists of a combination of WFH In Person work

The IT Change and Knowledge Lead is responsible for overseeing the creation, dissemination, and management of knowledge within the IT department. This role ensures that all IT-related information is accessible, accurate, and utilized effectively to enhance decision-making and operational efficiency.

The position will also oversee and manage all aspects of the change management process within an organization's IT environment. This role involves coordinating changes to IT systems and infrastructure to ensure minimal disruption to services and business operations. The position will work closely with various departments, including IT, operations, and business units, to effectively implement and manage change processes.

• Develop and maintain comprehensive documentation of IT processes, systems, and solutions.
• Ensure that relevant information is communicated effectively across the organization, providing training and resources as needed.
• Implement and manage tools and platforms that facilitate knowledge sharing and collaboration.
• Regularly review and update knowledge management practices to align with evolving business needs and technological advancements.
• Collaborates closely with IT teams, business units, and other stakeholders to integrate knowledge management into daily operations.
• Utilize data analysis techniques to identify gaps in knowledge and develop strategies to address them.
• Develop, implement, and manage change management processes to ensure efficient and effective handling of IT changes.
• Identify opportunities for continuous improvement in the change management processes and implement enhancements to increase efficiency and effectiveness.
• Maintain comprehensive documentation of all change management activities, including change requests, approvals, and implementations.
• Perform risk assessments for all proposed changes to identify potential impacts and develop mitigation strategies.
• Coordinates with various departments and stakeholders to ensure changes are communicated and managed effectively.
• Monitor and report on the status of IT changes, providing regular updates to management and stakeholders.
• Ensure all changes comply with organizational policies, procedures, and regulatory requirements.
• Other duties as assigned.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 5 years in IT knowledge management or a related role.
• Related certifications in change management, such as ITIL or COBIT, are desirable.
• ITIL certification required (or within 90 days of employment).
• Proficiency in knowledge management systems, data analysis tools, and collaboration platforms.
• Ability to plan, track, and report on knowledge management initiatives.
• Experience working with ServiceNow Knowledge Management module and processes.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to work effectively across various departments.
• Analytical mindset with the ability to identify issues and develop innovative solutions.
• Proven ability to lead initiatives and manage teams effectively.

Supervisory Responsibilities: No

Work Environment:

• Exposure to computer screens.
• The noise level in the work environment is usually moderate.
• Required hybrid work schedule, at least 3 days/week in office.
• Required job duties are normally performed in a climate-controlled office environment, or remotely from home.

We are an Equal Opportunity Employer

Eligible employees (and their families) may qualify for medical, dental, and vision insurance, as well as having basic life and accidental death insurance, paid disability insurance, including paid parental leave if eligible, and an Employee Assistance Program. Employees will receive paid sick and vacation time, and company holidays if eligible. The company also offers paid bereavement leave, and paid jury duty. Eligible employees can enroll in our company's 401k plan, as well as a retirement plan. Employees will be eligible for discretionary and/or metric-based bonuses dependent on their position.