Associate Director, IT Service Operations

This job is with S&P Global, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

About the Role:

Grade Level (for internal use):
12 About the Role
Join our Service Management team as a IT Service Operations Associate for Lending Solutions, responsible for Incident management, AWS operations, cost management, stakeholder engagement, change management, and AI-powered service optimization. This is a high-impact role interfacing between product, engineering, and operations in the fast-evolving Lending Solutions landscape.

Key Responsibilities
Incident & Problem Management:
Own the full lifecycle of issues including triage, RCA, coordination, and resolution. Leverage ITSM tools like Service Now, Azure Dev Ops, and Jira to manage workflows and ensure SLA adherence.
AWS operations:
Monitoring the AWS infrastructure and ensure reliable and resilient product infrastructure.
Security Champion:
Act as a security champion for the segment. Familiarity with security scanning tools and tracking remediation
Cost Management:
Implement and monitor AWS cost controls and participate in cost optimization initiatives.
Documentation & Analysis:
Write and maintain user stories, process flows, knowledge base articles, and RCA documents.
Project Participation:
Support rollout of new features, automations, or upgrades. Provide business knowledge during cross-functional initiatives.
Core Skills
ITSM:
Strong ITSM experience with experience on AWS technologies
Tools:
Service Now, Jira, Power BI, Tableau, SQL for queries and diagnostics
Tech Awareness:
Basic understanding of Spring Boot, JBoss, Tomcat, and cloud infrastructure
AI & Modern Service Optimization
AI Tools & Frameworks:
Exposure to Azure AI, OpenAI, Service Now AI for service automation, predictive alerts, and NLP-based support insights
Automation & Scripting:
Use of Python, Power Shell, or JavaScript to automate triage or data extraction tasks
Observability & Diagnostics:
Familiarity with Splunk, Cloud Watch, or App Insights for production diagnostics and post-incident analytics
Data-Driven Service Analytics:
Use AI tools and dashboards to extract service KPIs, patterns, and actionable insights from service performance data
Soft Skills
Excellent communicator and cross-functional collaborator
Analytical thinker with structured, client-focused approach
Operates with urgency and a continuous improvement mindset
Comfortable working in compliance-heavy and fast-paced environments

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

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What's In It For   You?
Our Mission:
Advancing Essential Intelligence.
Our People:
We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.

Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve…