Service Operations Analyst

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

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 …