IT Process and Knowledge Manager

Company Description
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, GolfNow, GolfPass, and SportsEngine. 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.
Job Description
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:
Process Governance & Documentation

• 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

Training & Knowledge Enablement

• 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

Operational Support

• 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

Qualifications
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., 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

Desired Characteristics:

• 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

Hybrid: This position has been designated as hybrid, which currently requires contributing from the office a minimum of three days per week. Beginning January 5, 2026, hybrid employees will be required to work from the office a minimum of four days per week. The Company reserves the right to change in-office requirements at any time.
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. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $115,000 - $145,000 (bonus eligible).
Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].