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Service Operations Analyst

NBCUniversal, See List Below, Multiple Locations

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Level: Manager (Supervisor)


Join NBCUniversal Technology to demonstrate and document our application service operations performance across the Enterprise Applications (EA) portfolio in partnership with the SAP Services and Operations organization. EA has established a foundational set of operational service levels, processes, and metrics. This newly established position will collect and deliver cross portfolio and 3rd party metrics and insights to ensure consistent delivery and SLA/policy adherence to the “Big 5” (Reliability, Availability, Productivity, Growth, and Security) as demonstrated in data.

This role is a part of the Enterprise Applications (EA) Service Operations team, responsible for analyzing and optimizing/innovating service delivery (in partnership with the rest of EA) that supports business execution across the NBCUniversal brands and functions. You'll collaborate with a core team to outline and demonstrate the execution of the EA IT operational service management strategy, consistency and quality of 3rd party deliverables, contribute to monthly operational reviews, create operational improvement plans, and report measurements and trends of operating efficiency.

Responsibilities include, but are not limited to:
  • Deliver assigned reporting and metrics to demonstrate EA service alignment to our IT operational service lifecycle management strategy, playbook, and roadmap
  • Collaborate via a defined operating model/operational level agreement(OLA) with EA Business Process Services and Strategy, EA engineering and architecture, and EA SAP Services & Operations that optimizes and automates operational execution and eliminates non-value added or duplicative work
  • Report on application security to demonstrate alignment with NBCU policies and standards (access, patching, etc.)
  • Collaborate to document EA operational service performance against defined service level agreements/operational level agreements internally and with contracted 3rd parties; this includes proactive application and integration health monitoring as well as incident and change management in alignment with NBCU policies and practices
  • Analyze EA operational service performance (incident/change management, defect rates, enhancements, availability, etc.) and recommend measured actions to achieve improvements and maximize efficiencies
  • Leverage automation solutions (M365, UIPath, etc.) to reduce operating cost & time while improving quality
  • Collaborate with strategic service providers (Cap Gemini, Madiba, Agile1, etc.) and NBCU team members to ensure adherence to purchasing processes, documentation, product & service quality, SLA performance, etc.
  • Report on operational resource demand across EA solutions and services (non-SAP)
  • Deliver KPI’s and metrics that demonstrate operational excellence along with progress towards optimization goals


  • Minimum of 5 years of hands-on experience supporting application service portfolios in a large-scale, matrixed multi-platform systems environment
  • Familiarity and expertise with our service delivery tech stack/platforms: i.e. Purchase Manager, Agile1, ServiceNow, Microsoft 365, etc.
  • Demonstrated organizational skills along with the ability to meet and set recurring deliverable timelines
  • Demonstrated ability to successfully manage/leverage 3rd parties to deliver on commitments/strategies
  • Experience with 3rd party contracting and lifecycle practices
  • Demonstrate ability to collaborate and team build across entities to achieve results
  • Clear written and verbal communication
  • Demonstrated ability to learn, drive, deliver, and collaborate to deliver team results
  • High energy level and flexibility to meet a variety of demands while producing superior work products at accelerated pace

  • Experience in administration, application operations, or data analyst/engineer
  • History in a global corporate environment, driving results across multiple business elements with different priorities and governance
  • Familiarity with ITIL principles and best practices
  • A proven track record of modernizing and innovating processes
  • A thirst for improvement and an inclination to thoughtfully challenge the status quo
  • Desire to try things and iterate on them, fail fast, and focus on activities that make a difference

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

    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 in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.
  • About NBCUniversal

    At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU.

    Here you can create the extraordinary. Join us.


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