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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.
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.
- 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.
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What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
