Associate - IT Service Operations

**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 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.
What’s In It For You?
**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.
**Our Values**:
Integrity, Discovery, Partnership
At 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 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 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