Service Operations Analyst

The Service Operations Analyst will play a critical role in supporting, improving, and standardizing our architecture and engineering processes across a multi-functional portfolio of cyber security services. This role requires expertise in Jira administration, Agile coaching, and process optimization. The Service Operations Analyst will work closely with service teams to ensure efficient and effective service delivery.

Responsibilities:

• Manage and configure Jira projects, workflows, custom fields, dashboards, and reports.
• Provide Jira support to teams, including troubleshooting issues and offering training.
• Implement best practices for Jira usage and continuously improve the tool's efficiency.
• Lead coordination and integration efforts with enterprise systems to drive transparency and efficiency.
• Coach and mentor teams on Agile principles, practices, and methodologies (e.g., Scrum, Kanban).
• Facilitate Agile ceremonies, including daily stand-ups, sprint planning, retrospectives, and reviews as needed.
• Promote a culture of continuous improvement and foster team collaboration.
• Analyze and identify areas for process improvement within architecture and engineering teams.
• Develop, implement, and recommend updates to standardized processes and procedures to enhance operational efficiency.
• Monitor and measure the effectiveness of implemented processes and make necessary adjustments.
• Create and maintain comprehensive documentation for processes, procedures, and best practices.
• Generate and analyze reports to provide insights on team performance and process effectiveness.
• Communicate findings and recommendations to stakeholders.
• Work closely with service architects, engineers, and other stakeholders to understand their needs and challenges.
• Provide support for various operational tasks, including project coordination and resource management.
• Assist in the onboarding of new team members by providing necessary training and resources.

Requirements

Basic Requirements:

• 2+ years of experience in a similar role, preferably within a cyber security or technology environment.
• Strong knowledge of Jira administration and Agile methodologies.
• Excellent analytical and problem-solving skills.
• A mindset of curiosity and experimentation focused on iterative improvement.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Detail-oriented with a strong focus on quality and continuous improvement.
• Bachelor's degree in IT Management/Business/Communications or equivalent work experience.

Desired Characteristics:

• Relevant certifications (e.g., Certified ScrumMaster, PMI-ACP) are a plus.

Additional Requirements:

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.

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: $75,000 - $100,000

We are accepting applications for this position on an ongoing basis.