Operations

• Analyze, document, and enhance workflows for customer and technical operations.
• Work directly with the Director of Technical Operations and gain hands-on experience in process mapping, data analysis, and continuous improvement practices.
• Support the Technical Operations team in documenting and refining key operational workflows (incident, change, release, and escalation processes).
• Map current-state (“as-is”) and design future-state (“to-be”) processes using visual workflow tools (e.g., Visio, Miro).
• Identify bottlenecks and inefficiencies using data and stakeholder feedback.
• Partner with Technical Operations leadership to recommend process improvements.
• Assist in the creation and maintenance of internal documentation and knowledge articles within SharePoint and Confluence.
• Gather and analyze operational data to identify trends and performance improvement opportunities.
• Participate in meetings with cross-functional teams to understand process interconnections.
• Help design or enhance dashboards and metrics for process performance tracking.

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