IT Process and Knowledge Manager
About The Position
As the IT Process and Knowledge Manager, you will play a critical role in ensuring continuity and operational resilience across our Sports Information Technology teams. You will support IT operations through shadowing and knowledge building, maintaining process workflows, and enable team capability. The position drives training and knowledge enablement by designing onboarding programs, creating reference materials, and leading cross-functional knowledge transfer initiatives to mitigate operational risks. Additionally, this role will serve as a reliable backup resource ensuring seamless operations and business continuity.
Requirements
- Bachelor's degree in Business Administration, Information Technology or related field; MBA or relevant advanced degree preferred
- 8+ years of experience in IT operations, infrastructure, or technical support
- Strong analytical and problem solving skills with ability to translate insights into actionable improvements
- Excellent written and verbal communication; adept at influencing and collaborating across all levels of the organization
- Experience with documentation tools (e.g., LucidChart, Confluence, SharePoint, OneNote).
- Ability to quickly learn new systems and workflows.
- Comfortable working across multiple teams and disciplines.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
Nice To Haves
- Experience in training design, knowledge management, or process optimization
- Detail-oriented with a proactive, strategic mindset and ability to influential without authority
- Proficiency in project management methodologies and tools; Project Management Professional (PMP) certification is a plus
- Knowledge of television and streaming technologies, including emerging trends and innovations
Responsibilities
- Maintain a log of shadowing sessions and key learnings
- Own the development and governance of SOPs, workflow diagrams, and process documentation
- Collaborate with subject matter experts to validate accuracy and completeness, and continuously improve operational standards
- Building working knowledge systems, tools, and procedures for each role within the organization
- Organize documentation in centralized repositories for easy access and version control
- Design and deliver onboarding programs, training materials and quick reference guides to enhance team capability
- Lead cross-functional knowledge transfer initiatives to mitigate operational risk and ensure business continuity
- Support team members during transitions, vacations, or unexpected absences, ensuring seamless operations
- Serve as a trusted escalation point for complex troubleshooting and issue resolution
- On-Air Newsroom Systems: Ensure reliability and uptime of iNews software for live broadcasts
- Cloud and Virtual Infrastructure: Coordinate disaster recovery and business continuity plans
- Telecommunications: Support communication systems for production teams
- Production IT Support: Promote consistent training through onboarding sessions, cross-training, and integration of Pluralsight courses tailored to IT support analysts
- Travel to support on-location broadcast sporting events both domestically and internationally.
- Ensure operational readiness and risk mitigation for live event environments
- Contribute to process improvement initiatives and represent IT operations in strategic discussions
Benefits
- This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
