New York Life Insurance Company · 6 days ago
Senior Associate - ITIL Process Owner - Change Management, Knowledge Management
United States
Full-time
Remote
Senior Level
$112K/yr - $159K/yr
5+ years expNew York Life Insurance Company is a longstanding organization focused on evolving through technology and data. They are seeking a Senior Associate to take accountability for ITIL-aligned processes, primarily focusing on Change Management and Knowledge Management, ensuring effective delivery of IT changes and continuous improvement of IT service management practices.
FinanceFinancial ServicesInsurance
Responsibilities
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
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
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)
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
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
Qualification
Required
5+ years in IT Service Management, IT Operations, or DevOps environments
Strong hands-on experience with ITIL Change Enablement
Strong hands-on experience with CI/CD and DevOps practices
Strong hands-on experience with 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
Experience in regulated or highly controlled environments
Experience integrating automated change into CI/CD pipelines
Strong data analysis and reporting skills
Benefits
Leave programs
Adoption assistance
Student loan repayment programs
Company
New York Life Insurance Company
For over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime.
10001+ employees
H1B Sponsorship
New York Life Insurance Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (149)
2024 (99)
2023 (85)
2022 (77)
2021 (48)
2020 (65)
Funding
Current Stage
Late StageLeadership Team
Don Vu
Senior Vice President, Chief Data & Analytics Officer
Deepa Soni
Executive Vice President and Chief Information Officer
Recent News
2026-01-13
2026-01-05
Insurance News in the United States
2025-12-13
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