Change and Knowledge Management Program Lead - SoFi

Job Title: Change and Knowledge Management Program Lead
Job Location: WA - San Francisco; UT - Cottonwood Heights; NY - New York; WA - Seattle
Job Listing URL: https://sofi.com/careers/job/6573426003?gh_jid=6573426003
Job Description: Employee Applicant Privacy Notice

Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role

We are seeking a strategic and proactive Change and Knowledge Management Program Lead to own and evolve our enterprise-wide change and knowledge management programs, with a strong focus on ensuring governance, consistency, and best practices for system configuration changes in ServiceNow. This role plays a critical part in enabling operational excellence, reducing risk, and ensuring that all technology and process changes are well-managed, well-communicated, and effectively adopted across the organization.

Key Responsibilities

Own and lead the Change Management program within ServiceNow, establishing and enforcing standards, policies, and best practices for configuration and system changes across the enterprise.

Serve as the central point of accountability for ensuring change governance, minimizing risk, and maintaining compliance during system modifications.

Build and execute robust change management strategies to support critical organizational initiatives, including stakeholder analysis, impact assessment, communication, and training.

Design and lead the Knowledge Management framework to ensure effective capture, organization, and reuse of critical information and lessons learned.

Establish and maintain a central knowledge repository, enabling self-service access to up-to-date procedures, technical documentation, and operational guidance.

Collaborate cross-functionally with engineering, operations, compliance, and executive leadership to align change processes with business goals and ensure seamless implementation.

Define and track key performance indicators to evaluate the success and maturity of change and knowledge programs.

Promote a culture of continuous improvement by identifying process gaps and proactively driving initiatives to enhance stability, efficiency, and user experience.

Stay abreast of emerging tools, technologies, and best practices in ITSM, change governance, and knowledge management—and bring those innovations to life.

Qualifications

Bachelor’s degree in Business, IT, Organizational Development, or a related field—or equivalent experience.

7+ years of experience leading enterprise change management and/or knowledge management initiatives.

Deep understanding of ServiceNow Change Management and ITSM frameworks (e.g., ITIL).

Demonstrated success in driving governance, automation, and stakeholder alignment in fast-paced technical environments.

Proven ability to influence cross-functional teams and senior leadership through clear communication and strategic insight.

Strong facilitation and change leadership skills with an emphasis on building scalable, sustainable programs.

Experience designing and implementing knowledge-sharing systems and processes at scale.

Change management certification (e.g., PROSCI, CCMP) is a strong plus.

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.