Associate - IT Service Operations

This job is with S&P Global, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.About the Role: Grade Level (for internal use): 10 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 ServiceNow, Azure DevOps, 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: ServiceNow, 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, ServiceNow AI for service automation, predictive alerts, and NLP-based support insights Automation & Scripting: Use of Python, PowerShell, or JavaScript to automate triage or data extraction tasks Observability & Diagnostics: Familiarity with Splunk, Cloud Watch, or AppInsights 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 environmentsAbout S&P Global Market IntelligenceAt 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.For more information, visitwww.spglobal.com/marketintelligence.What's In It ForYou? Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.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. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference. Our Values:Integrity, Discovery, PartnershipAt S&P Global, we focus on Powering Global Markets. 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 ofintegrityin all we do, bring a spirit ofdiscoveryto our work, and collaborate in closepartnershipwith each other and our customers to achieve shared goals.Benefits: We take care of you, so you can take care of business. We care about our people. That's why we provide everything you-and your career-need to thrive at S&P Global.Our benefits include: Health & Wellness: Health care coverage designed for the mind and body.Flexible Downtime: Generous time off helps keep you energized for your time on.Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.For more information on benefits by country visit:https://spgbenefits.com/benefit-summaries Global Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets. Recruitment Fraud Alert: If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported toreportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activityhere. -----------------------------------------------------------Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.Only electronic job submissions will be considered for employment.If you need an accommodation during the application process due to a disability, please send an email to:EEO.Compliance@spglobal.comand your request will be forwarded to the appropriate person.US Candidates Only:The EEO is the Law Posterhttp://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdfdescribes discrimination protections under federal law.Pay Transparency Nondiscrimination Provision -https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf----------------------------------------------------------- 202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), IFTECH202.1 - Middle Professional Tier I (EEO Job Group)