Senior Associate - ITIL Process Owner - Change Management, Knowledge Management

Location Designation: Hybrid - 3 days per quarter 

The ITIL Process Owner is accountable for the design, governance, and continual improvement of ITIL-aligned processes, with a primary focus on Change Management, DevOps integration, and Knowledge Management. This role ensures that IT changes are delivered rapidly, safely, and predictably, while enabling teams to work smarter through accessible, accurate knowledge.

Working independently, this position will help with the development, implementation and governance of IT Service Management (ITSM). This will include defining tools, developing policies and procedures, developing enterprise-wide implementation strategies, assisting with implementation, and implementation of continuous improvement procedures. The candidate will be self-motivated and able to work independently with associates at all executive levels and provide strategic leadership across the Enterprise. Will manage complex technical or professional activities or projects, taking responsibility for decision making in complex and unpredictable work; takes responsibility for contributing to the professional development of individuals and groups by sharing expertise in service management both on the tools and supporting processes.

What You’ll Do:

Change Management (Primary Accountability)

• Process Ownership and Management: Accountable for maturing process through the creation and execution of improvement strategies, projects, roadmaps and related deliverables.
• Oversee compliance with process procedures, data models, policies and technologies to ensure quality standards are met. Support formal compliance and audit initiatives.
• Collaborate with business units as required to communicate process changes and to maintain process documents and workflows for all in scope ITSM functions.
• Reporting and Analysis: Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes.
• Collaboration: Build and establish solid working relationships by providing timely, accurate and high-quality information to peers, subordinates, upper management and/or customers.
• Builds and maintains a strong working knowledge of the business areas and builds strategic relationships.
• Establish policies for:
• Automated and pipeline-driven changes
• Emergency change handling
• Post-implementation review and learning
• Partner with Risk, Security, and Audit to ensure controls are embedded.
• Track and report KPIs such as:
• Change success rate
• Change-related incidents
• Lead time for change

DevOps Enablement & Integration

• Embed ITIL practices into DevOps workflows without slowing delivery.
• Collaborate with engineering teams to:
• Align change governance with CI/CD pipelines
• Enable automated approvals and risk-based controls
• Reduce manual handoffs and approval bottlenecks
• Promote “shift-left” practices for quality, testing, and documentation.
• Act as the translator between ITIL and DevOps.

Knowledge Management

• Own the Knowledge Management strategy across IT and engineering teams.
• Ensure knowledge is:
• Accurate
• Accessible
• Actionable
• Maintained
• Define standards for:
• Knowledge article creation and lifecycle
• Runbooks, playbooks, and operational documentation
• Post-incident and post-change knowledge capture
• Drive adoption of self-service and reuse of knowledge assets.
• Measure effectiveness (usage, feedback, deflection, time-to-resolution).

Process Governance & Continuous Improvement

• Define process standards, workflows, RACI, and controls.
• Ensure alignment with:
• ITIL guiding principles
• Organiza