The Operational Excellence (OE) team is responsible for the technical and process health of the Universal Products & Experiences (UP&E) consumer products business. Thus, this team drives process maturity, platform optimization, and cross-functional collaboration across UP&E and the broader NBCUniversal organization.

This role helps bridge the gap between the Product, Engineering, and Business Engagement teams, ensuring that UP&E’s technology foundation is stable. To do so, this role must help enable rational data-driven operations through analytics, automation, governance, and continuous improvement, blending technical fluency with program delivery.

You are a tool-smith, process designer, and problem solver, excited to bring productivity enhancements to your business engagement team partners, delivering improved value to the business they support and bringing the right resources together to mitigate issues in the field.

Responsibilities:

1. Platform Operations & Automation

• Lead automation and monitoring initiatives across Salesforce, Jira, Power BI, ServiceNow / AutoNow, Splunk, and Datadog.
• Implement alert workflows using tools like Power Automate, webhooks, and Microsoft Teams integrations to drive early incident detection and response.
• Author Salesforce Case Management tools, including Apex-based SLA tracking.

2. Release, Change, and Deployment Management

• Own and improve release-, deployment-, and change-management practices.
• Utilize and configure ServiceNow modules for process automation and standardization (e.g., Change Management, CAB Workbench, CMDB).
• Partner with Engineering and DevOps to ensure deployment governance, version control, and rollback mechanisms through tools such as GitHub, Gearset, and VS Code.

3. Monitoring & Observability

• Integrate cross-platform monitoring data from Splunk, Datadog, and ServiceNow.

4. Governance, Audit, and Compliance

• Support recurring User Access Reviews (UARs), Infrastructure Access Reviews (IARs), Configuration Management Database (CMDB) validation, Payment Card Industry (PCI) and Personally Identifiable Information (PII) Compliance and audit readiness activities.
• Collaborate with Cyber, InfoSec and Infrastructure teams on Disaster Recovery (DR), SSL/SAML configuration, and identity governance (Azure IdP, MFA, group sync, etc.).

5. AI Enablement & Continuous Improvement

• Explore and deploy AI-driven automations (E.g., Power Automate Copilot, Salesforce Einstein, Jira Automation) to increase productivity and scalability.
• Stay current with AI and automation tools in use across NBCUniversal, including Anthropic Claude, Kong, Dropex, and emerging Copilot capabilities.

6. Knowledge & Collaboration

• Develop and maintain robust documentation across Confluence, SharePoint, and Teams to ensure transparency, onboarding continuity, and process maturity.
• Facilitate knowledge transfer / training between cross-functional groups and mentor new team members in tools, governance, and OE frameworks.

• Bachelor’s degree in Computer Science, Information Systems, Management Information Systems, or similar.
• 4+ years of professional work experience.
• Strong business analysis skills in formal requirements elicitation and codification (e.g., Use Cases, traceability matrices, house of quality, Goal-Question-Metric, six sigma, LEAN, test case design) and others.
• Skills in software Development Lifecycle (SDLC and ITIL) deliverables and processes.
• Ticketing / customer support management system (CSM) experience (e.g., Jira, Zendesk, ServiceNow, Salesforce Case Management).
• Familiarity with formal Change- and Configuration- (CMDB) Management (e.g., ServiceNow, CAB Workbench).
• Demonstrated skill in workflow automation (e.g., Power Automate, Power Apps, Jira Automation) and/or system integrations (e.g., REST APIs, Postman).
• AI-assistant / agent experience for communications and operations (e.g. Copilot Studio).
• Working knowledge of Windows & Linux servers, shell / terminal commands.
• Understanding of networking fundamentals (DNS, ports, protocols, firewall rules).
• Willingness to work occasional off-hours, as required for deployments or outages.

Desired Characteristics:

• Continuous learner mindset; energized by evaluating and learning evolving toolsets, new technologies, and AI-enabled workflows.
• Hands-on Salesforce experience (ideally with SF administration or Apex development).
• Excellent communication, collaboration, and documentation abilities; able to work fluidly across technical and business audiences.
• Strong performance analysis experience (e.g., Splunk, Datadog, Power BI).
• Direct experience with DevOps tools (e.g., GitHub, Gearset, VS Code).
• Hands-on data visualization / report / dashboard design experience.
• Governance and audit familiarity (User Access Reviews, Disaster Recovery validation, SOX/InfoSec).
• Familiarity with Collaboration Tools (MS Teams, Atlassian Confluence).

Additional Requirements:

• Hybrid: This position has been designated as hybrid, which currently requires contributing from the office a minimum of four days per week. The Company reserves the right to change in-office requirements at any time.

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: $85,000-110,000

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].