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ITIL Change and Knowledge Process Owner

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Location: Merrillville, IN, United States
Date Posted:
Req ID: R00936162-OTHLOC-275

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ITIL Change and Knowledge Process Owner

Full Time Perm

Way of Work: Hybrid - 2 days on location

Salary Range: $107,000 - $160,500, plus annual bonus

Location: Columbus, OH or Merrillville, IN

Relocation assistance provided

The End User Services Organization provides operational support and innovative solutions for the NiSource end user environment. 

 ITIL Change and Knowledge Process Owner is responsible for maintaining the Change and Knowledge Management processes by maintaining the process and procedures, training the team members, and making sure that process is followed

Your responsibilities may include, but are not limited to:

  • Coordinate and facilitate all change and knowledge related meetings.

  • Assessing change requests:  responsible for reviewing and assessing change requests to determine the potential impact on IT services and the likelihood of success. They also evaluate any risks associated with the changes :

  • Responsible to maintain the Change Management process by updating the process and procedures, training the team members, and ensuring the process is followed.

  • Responsible for managing, sharing, and ensuring accessibility of knowledge assets.

  • Optimize knowledge availability and usage

  • Implements continuous improvement practices to enhance efficiency, effectiveness, and customer satisfaction.

  • Applies problem-solving skills and analytical thinking to troubleshoot issues, resolves conflicts, and proposes solutions.

  • Understands and complies with the contractual obligations and service level agreements (SLAs) of the service providers

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications

  • Bachelor's Degree or equivalent work experience.

  • 4+ years of experience ITIL process ownership

  • 2+ years of experience working in ServiceNow

Preferred Qualifications

  • Utility industry experience


The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

This role does not qualify for sponsorship

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Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity 
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities. 

Safety Statement
Promote a safe work environment by actively participating in all aspects of our employee safety program.  Report any unsafe conditions and take actions to prevent personal injuries.  Support our interdependent safety culture by ensuring the safety of your co-workers.  Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$91,000.00 - $136,600.00

Posting Start Date:


Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.


The role of the Change and Knowledge Process Owner is to oversee and coordinate the entire change management and knowledge process. They are responsible for ensuring that changes to IT systems and infrastructure are made in a controlled and authorized manner and that they align with business objectives. This role also ensures that the IT organization is able to collect, analyze, store and share knowledge and information as and when required.

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