Technology Operations Analyst

cooley; United States; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Cooley is seeking a Technology Operations Analyst to join the Technology Operations team. The role involves evaluating and authenticating technology needs, guiding leadership decisions with data-driven insights, and ensuring operational excellence across IT processes.

As part of the CSTO, you will manage end-to-end portfolio governance, from intake to reporting, with a focus on ITIL-aligned practices and continuous improvement.

Qualifications

• This role requires proficiency with common business IT tools and processes.

Responsibilities

• Research, analyze and synthesize information to support leadership decision-making.
• Support intake governance activities and prioritization of technology requests.
• Liaise between business and technology stakeholders.
• Validate IT processes against ITIL best practices and improve procedures.
• Conduct market research and monitor for changes impacting a scope of work.
• Collaborate on digitization of processes and automation using low-code/no-code platforms.
• Define and maintain business processes, identify bottlenecks and efficiency opportunities.
• Support portfolio monitoring, data reconciliation, and escalation of discrepancies to leadership.
• Assist with vendor evaluation and contract renewal processes for supported technology.
• Develop dashboards, reports, and benchmarking to evaluate performance.

Tools

Microsoft Office

iManage

AI tools

Job description

Technology Operations Analyst Cooley is seeking a Technology Operations Analyst to join the Technology Operations team.

About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley's success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a 'one-firm' culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do.

Hybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

Position summary: The Technology Operations Analyst is responsible for analyzing, evaluating, formulating and authenticating needs and business cases for the firm's technology initiatives and programs. This role requires deep subject-matter knowledge of technology operations and IT service management (ITSM) practices, combined with strong business analysis skills. The Analyst is responsible for researching and gathering the facts needed to guide leadership decision-making, maintaining a strong view toward external benchmarks and industry practice as they pertain to technology operations, and exercising independent judgment in evaluating and improving operational programs. As a member of the Office of the Chief Security and Technology Officer (CSTO), the Analyst is expected to understand the full operational lifecycle of the programs and technology they support, from intake, assessment, prioritization, and governance through portfolio oversight, reporting, and continuous improvement. The Analyst serves as a trusted partner, guiding stakeholders through the end-to-end portfolio management experience and ensuring operational excellence across all technology processes. The Analyst validates technology operations processes against Information Technology Infrastructure Library (ITIL) best practices and drives the ongoing maturity of intake governance, portfolio monitoring, and service management practices across the department. Specific duties and responsibilities include, but are not limited to, the following :

Position responsibilities:

• Research, analyze and synthesize all related and peripheral facts for a given project/objective, distill comprehensive information (with supporting details) in a user-friendly way to aid in leadership decision-making such that all business decisions can be data-driven and factually supported
• Support intake governance activities, including routing, prioritization, and tracking of technology requests in accordance with established governance frameworks, surfacing and helping resolve competing priorities across stakeholders
• Liaise fluently between business and technology stakeholders
• Validate technology operations processes against ITIL best practices, identifying opportunities to standardize and mature procedures across Change, Problem, and Release Management
• Conduct extensive research and maintain an understanding of market relevance (and alternatives) and monitor for changing conditions that may impact a scope or body of work
• Collaborate with business and technology stakeholders on the digitization of business process and automation through low-code / no-code platforms
• Formulate, evaluate and maintain business processes and practices for supported departments; identify and communicate bottlenecks and opportunities for efficiency
• Support portfolio monitoring and true-up activities, reconciling data across systems and escalating discrepancies to leadership
• Support vendor evaluation and contract renewal processes for supported technology
• Define, build, and maintain technology executive dashboards and reporting, and research external benchmarks and market practices to evaluate operational performance and recommend targets and improvements
• Prepare and maintain standard operating procedures (SOPs) and knowledge base articles to support technology operations and aid the evaluation, design, testing, and implementation of process or tooling changes
• Own enablement and adoption for new or updated technology processes and tools, developing training, communications, and adoption metrics to drive sustained utilization across the firm
• All other duties as assigned or required

Skills and experience:

Required :

After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage, firm-approved AI tools, and other