IT Process and Knowledge Manager

• Business Segment:
  Operations & Technology

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service.

We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, Golf Now, Golf Pass, and Sports Engine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content.

The spin-off is expected to be completed during 2025.

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.

Key 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

Basic Qualifications:

• 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., Lucid Chart, Confluence, SharePoint, One Note).
• 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

Desired Characteristics:

• Experience in training design, knowledge management, or process optimization
• Detail-oriented with a proactive, strategic mindset and ability to influential without…