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.