Sr. Associate - Tech Operations - Enterprise Cloud Services Governance & Enablement

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Executes processes to supports the delivery, stability, and continuous improvement of technology services by monitoring operational performance, identifying issues, and recommending enhancements to processes, tools, and workflows.
2. Demonstrates initiative by analyzing data, reports, and system outputs to assess the health, effectiveness, and lifecycle status of assigned technology components, escalating issues when necessary.
3. Conduct root-cause analysis, evaluate workflow dependencies, and suggest enhancements to reduce risk, improve efficiency, or strengthen the reliability of technology services.
4. Identifies recurring operational issues and performs root-cause analysis, develops solution recommendations, and proposes design-level improvements to tools, runbooks, and workflows.
5. Evaluates operational trends, risks, and performance data and provides recommendations that influence business operations, resource planning, and technology strategy.
6. Continuously identifies opportunities for automation, tooling improvements, and process refinement that drive scalability, reduce manual effort, strengthen compliance, and enhance overall service reliability.
7. Assesses lifecycle status, utilization patterns, and operational impacts of assigned technology assets or services, recommending optimization strategies, control improvements, or adjustments to ensure accurate management and cost-effective operations.
8. Supports interactions with vendors, partners, and adjacent teams, validating changes, and confirming that proposed solutions align with established operational and architectural expectations for the assigned area.
9. Follows and helps refine incident management, disaster recovery, and business continuity procedures for the assigned domain, participating in technical investigation and resolution activities and capturing learnings for future improvements.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree Information Technology, Computer Science, a related technical discipline, or equivalent education, training, and work-related experience.
2. Minimum of 3 years of progressive experience in technology operations.
3. Developing understanding of IT infrastructure, cloud technologies, security, compliance, and risk management.
4. Experience with technology governance., * Experience supporting enterprise cloud governance, enablement, onboarding, or cloud operations functions. * 3+ years of experience developing and administering ServiceNow solutions, workflows, and integrations supporting technology operations and cloud services. * Proficiency in ServiceNow development, including JavaScript, Flow Designer, Business Rules, Client Scripts, Script Includes, and platform automation capabilities. * Experience supporting ServiceNow modules such as Request Management, Service Catalog, CMDB, Knowledge Management, Change Management, and workflow automation. * Experience with REST/SOAP APIs, Integration Hub, system integrations, and automation of cloud onboarding and governance processes. * Familiarity with cloud platforms such as AWS and Azure, including cloud services, account provisioning, operational processes, and governance requirements. * Experience working in Agile and DevOps environments and supporting cross-functional technology initiatives. * Strong analytical, problem-solving, and process improvement skills with the ability to assess risks, dependencies, and operational impacts. * Effective communication and stakeholder management skills with experience collaborating across cloud engineering, architecture, cybersecurity, risk, and application teams. * ServiceNow Certified System Administrator (CSA) certification preferred; additional ServiceNow or cloud certifications (AWS, Azure, ITIL) are a plus.