Problem, Release, Knowledge Manager

About the position

The IT Problem, Release, & Knowledge Manager is responsible for contributing to operational stability, risk mitigation, and continuous improvements for IT critical business services. This role will combine elements of problem management, release management, and knowledge management with an overall goal of optimizing IT services, minimizing risks, and supporting continuous improvement.

Responsibilities

• Identifying, analyzing, and resolving IT-related problems to minimize their impact on business operations including root cause analysis, implementing corrective actions, and preventing recurrences.
• Planning, scheduling, and managing the release of software updates and new features. Ensure that releases are tested thoroughly and deployed smoothly without disrupting services.
• Developing and maintaining a knowledge management system to capture, store, and share information and best practices within the organization which includes creating training programs and ensuring knowledge is easily accessible to all relevant stakeholders.
• Working closely with various teams, including IT, development, and support, to ensure seamless problem resolution and release processes.

Requirements

• Minimum 5-7 years progressive experience in IT Service Management (ITSM), Project Management, Problem Resolution and root cause analysis, Release, Change & Knowledge Management.
• Regulatory and compliance familiarity with SOX, and/or other audit standards.
• Experience working with ServiceNow is preferred.
• Bachelor's degree in Information Systems, Computer Science.
• ITIL Foundation Certification.
• Service Management Certification.
• Proven experience working with ITIL Foundation.
• Strong collaboration, communication skills and ability to work in a team environment.
• Proven experience managing IT incidents, problems, releases, and knowledge sharing, ensuring smooth IT operations and minimizing service disruption.
• Understanding on how to organize, store, and disseminate IT knowledge to ensure quick and efficient resolution of issues.
• Working knowledge of IT infrastructure, including hardware, software, networks, and databases.

Benefits

• Medical, Dental and Vision plans that include no-cost and low-cost plan options.
• Immediate 401(k) matching and vesting.
• Vehicle purchase and lease discounts plus monthly vehicle allowances.
• Paid Volunteer Time Off with company donation to a charity of your choice.
• Tuition reimbursement.