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
• Organizational risk appetite
• Regulatory and audit requirements
• Identify improvement opportunities through data, trends, and feedback.
• Lead process maturity assessments and improvement roadmaps.
• Coach teams on process intent.

Stakeholder & Leadership Engagement

• Partner with:
• Engineering & DevOps teams
• Service Management
• Cybersecurity
• Risk, Compliance, and Audit
• Facilitate decision-making forums (e.g., CAB, change risk reviews).
• Communicate process outcomes, improvements, and risks clearly to leadership.

What You’ll Bring:

• 5+ years in IT Service Management, IT Operations, or DevOps environments.
• Strong hands-on experience with:
• ITIL Change Enablement
• CI/CD and DevOps practices
• Knowledge Management frameworks
• ITIL certification (Managing Professional preferred).
• Experience working with ITSM platforms (e.g., ServiceNow).
• Proven ability to balance governance and agility.
• Demonstrated experience in ITSM/ITIL practice in defining, implementing and managing various ITIL processes including but not limited to: Change Management, Incident Management, Problem Management, Knowledge and Service Catalog.
• Extensive organizational change management experience. Adaptive to change and capable for easing this transition for others.
• Intermediate project management skills and expertise.
• Intermediate IT applications and infrastructure knowledge.
• Expert service management tool knowledge, extensive knowledge in report analytics.  Competent in various work management products such as MS Visio, MS Excel, MS Outlook, etc. with the ability to learn new tool sets rapidly.
• Detailed understanding of the business and advanced acumen for aligning priorities and tasks to desired business outcomes.

Preferred Qualifications

• Experience in regulated or highly controlled environments.
• Experience integrating automated change into CI/CD pipelines.
• Strong data analysis and reporting skills.

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Pay Transparency

Salary Range: $111,500-$159,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

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Job Requisition ID: 93264