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Own operational readiness activities supporting enterprise technology releases and organizational change initiatives
Partner with Cybersecurity, product, engineering, infrastructure, and support organizations to operationalize technical changes impacting employees
Design and coordinate support readiness activities including documentation, communications, escalation paths, support workflows, and knowledge management
Ensure support organizations are equipped to successfully assist employees when new tools, policies, or system changes are introduced
Serve as the connective layer between technical delivery teams and operational support organizations
Build strong stakeholder partnerships across highly matrixed enterprise environments
Coordinate release readiness activities across multiple concurrent initiatives with competing priorities and shifting timelines
Facilitate alignment between support readiness, technical implementation, and employee experience goals
Develop and maintain operational documentation, knowledge articles, onboarding resources, support guidance, and self-service content
Create targeted communications for support teams and enterprise employee populations ahead of major technology changes
Ensure support processes and employee-facing documentation are clear, actionable, and delivered at the appropriate time
Design support intake and operational support models that improve employee experience and reduce operational friction
Evaluate support effectiveness post-launch and identify opportunities to improve self-service adoption, support readiness, and operational workflows
Partner with support organizations to continuously optimize operational processes and employee support experiences
Participate in technical planning discussions to identify downstream operational impacts and support requirements
Support operational workflow readiness across platforms such as ServiceNow and Microsoft 365
Leverage AI-enabled tools and operational systems to improve documentation quality, knowledge accessibility, and support scalability
Requirements
Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience
5+ years of experience in technical product management, enterprise enablement, technical business operations, operational readiness, business systems analysis, or related enterprise technology environments
Experience coordinating cross-functional technical initiatives within large-scale enterprise organizations
Strong written communication, documentation, and stakeholder management skills
Experience working in fast-paced environments with evolving priorities and ambiguity
Ability to translate technical change into operationally executable support processes and communications
At least 18 years of age
Legally authorized to work in the United States
Nice to have
Experience supporting enterprise IT Operations, internal tooling, or employee technology environments
Experience working with ServiceNow, ITSM processes, or operational support workflows
Exposure to release readiness, support enablement, or enterprise operational change management
Familiarity with Agile software delivery environments
Experience supporting highly regulated or rapidly evolving operational environments
Experience leveraging AI-enabled tools to support operational workflows, documentation, or support experiences