Technology Operations Analyst: ITIL & Portfolio Excellence

Cooley LLP; Chicago (IL); Hybrid; USD 103,000 - 150,000; Full time

Job summary

Cooley LLP seeks a Technology Operations Analyst to join the CSTO-backed tech operations team. The role focuses on evaluating technology initiatives, applying ITIL-aligned practices, and guiding governance through data-driven decisions.

Hybrid schedule; 4+ years in tech operations preferred; strong MS Office, ITSM, and governance experience. Competitive compensation with comprehensive benefits. Willingness to travel may be required.

Qualifications

• Proficiency in Microsoft Office Suite, iManage, firm-approved AI tools and other firm applications.
• Advanced MS Excel and PowerPoint skills.
• 4+ direct applicable years of experience in technology operations or support.
• Familiarity with ITSM concepts and ITIL framework (change, incident, problem).
• Knowledge of Adobe Workfront, Microsoft Power Platform, SharePoint.
• Experience with governance, portfolio management, or intake processes.
• Experience in legal/operations industry.
• Expertise with low/no-code development and custom software development.
• Ability to travel.

Responsibilities

• Research, analyze and synthesize facts for projects to support leadership decisions.
• Support intake governance, routing, prioritization and tracking of tech requests.
• Liaise between business and technology stakeholders.
• Validate ITIL-based processes; identify opportunities to mature procedures.
• Conduct market research and monitor conditions affecting scope or work.
• Collaborate on digitization and automation via low/no-code platforms.
• Formulate and maintain business processes; identify bottlenecks for efficiency.
• Support portfolio monitoring and data reconciliation across systems.
• Assist vendor evaluation and contract renewal processes.
• Define dashboards and reporting; benchmark against external practices.
• Prepare SOPs and knowledge base articles to support operations.
• Own enablement for new technology processes; develop training and adoption metrics.
• Other duties as assigned.

Skills

Advanced Excel

PowerPoint

Microsoft Office

ITSM concepts

ITIL knowledge

Analytical thinking

Communication

Low/no-code development

Problem solving

Project governance

Education

Bachelor’s degree

ITIL Foundation certification

Tools

Adobe Workfront

Microsoft Power Platform

SharePoint

iManage

Job description

Cooley LLP seeks a Technology Operations Analyst to join the CSTO-backed tech operations team. The role focuses on evaluating technology initiatives, applying ITIL-aligned practices, and guiding governance through data-driven decisions.

Hybrid schedule; 4+ years in tech operations preferred; strong MS Office, ITSM, and governance experience. Competitive compensation with comprehensive benefits. Willingness to travel may be required.