Analyze operational workloads across support, administration, release, and project activities to understand how work is performed.
Review intake paths, approval steps, handoffs, and sequencing of work to identify inefficiencies or unnecessary manual effort.
Identify outcomes currently achieved through repetitive or manual processes.
Determine where human involvement is required and where it can be reduced or removed.
Redesign workflows to achieve required outcomes through automation, defaults, self-service, or alternative execution models.
Eliminate redundant approval steps, intake paths, manual checks, and parallel processes.
Pilot redesigned approaches and evaluate impact before broader implementation.
Partner with technical teams to define automation or self-service solutions.
Present clear recommendations that require leadership decisions regarding continuation or redesign of existing work patterns.
Establish and maintain a prioritized backlog of workflow redesign opportunities based on operational impact.
Monitor redesigned workflows to ensure legacy manual processes do not re-emerge.

Bachelor's Degree or Master’s degree in Computer Science or relevant experience.
5+ years of experience in operational analysis, IT operations, application support, platform operations, or similar environments.
Demonstrated experience redesigning workflows to reduce manual effort or eliminate unnecessary process steps.
Experience evaluating operational workloads and implementing system-level or process-level changes.

Service Optimization Analyst

Key skills