IT Demand and Communications Lead

We are seeking an IT Demand & Communications Lead to join our IT Operations team. This role sits at the intersection of IT workflow management, documentation, and communications, serving as a key bridge between technical teams and the broader business.

You will play a critical role in helping IT stay organized, ensuring work is properly tracked and prioritized, and communicating system changes clearly to end users., IT Workflow & Demand Management

• Manage the intake and flow of IT work across teams including Development, BI, IT Operations, and Integrations
• Track and organize incoming requests, ensuring visibility and alignment across teams
• Support prioritization of work and help ensure tasks are progressing efficiently
• Maintain and monitor workflows in tools such as Jira, ServiceNow, or similar systems

Communications & Release Support

• Partner with development and IT teams to create clear communications for software releases and system changes
• Write and distribute updates related to system enhancements, outages, and operational changes
• Translate technical updates into simple, actionable information for non-technical audiences

Documentation & Knowledge Management

• Create and maintain user-friendly documentation including SOPs, user guides, and knowledge base articles
• Ensure documentation is clear, accurate, and accessible to end users
• Support the development of self-service resources to improve user experience and reduce support requests

• Experience in technical writing, IT operations, business analysis, or a related field
• Experience working in environments involving system implementations, releases, or internal tools
• Strong written communication skills with the ability to translate technical concepts into clear, user-friendly content
• Experience managing or supporting workflows, ticketing systems, or request intake processes
• Familiarity with tools such as Jira, ServiceNow, Confluence, SharePoint, or similar
• Strong organizational skills with the ability to manage multiple priorities, * Have you worked with managing or supporting workflows such as ticket intake, request tracking, or backlog management? (e.g., Jira, ServiceNow, etc.)
• Do you have experience communicating system changes, software releases, or technical updates to end users or business stakeholders?
• Do you have experience creating user-facing documentation such as SOPs, user guides, or knowledge base articles?

If yes, briefly describe the type of documentation you've created and the audience it supported. (2-3 sentences)

Referral program, Tuition reimbursement, Paid parental leave, Parental leave, 401(k), Health insurance, 401(k) matching, Paid time off, * Candidates must live within a commutable distance to Radnor, PA

• This is a hybrid role (2 days onsite per week)
• Sponsorship is not available for this position

Pay: $75,000.00 - $90,000.00 per year, * 401(k)

• 401(k) matching
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid parental leave
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance