Principal Business Operations Analyst

Last updated 2 days ago
Location:Plano, Texas, Tempe, Arizona
Job Type:Full Time

About NortonLifeLock:

NortonLifeLock Inc. (NASDAQ: NLOK) is a global leader in consumer Cyber Safety. NortonLifeLock is dedicated to helping secure the devices, identities, online privacy, and home and family needs of its nearly 50 million consumers, providing them with a trusted ally in a complex digital world. For more information, please visit NortonLifeLock.com or connect with us on Facebook, Twitter, LinkedIn, Instagram and YouTube.

About the Role:

We are looking for a Principal Business Operations Analyst to join the global support operations team within the Norton LifeLock Support and Inside Sales organization. The candidate will own operational tasks, business processes, act as a subject matter expert on call center technology, and drive or contribute to projects. The candidate work in a team that is available 24/7 and maintains the support organization applications our agents use to provide worldwide support.

Responsibilities:

  • Work with cross-functional teams such as application teams, vendor management, and external vendors to develop an understanding of business needs and provide solutions

  • Manage and fulfill existing and new Privacy and Regulatory related business processes and initiatives

  • Incident response management including response, reporting, communications, and KPIs

  • Work with SaaS vendors to drive issue resolution, enhancements, or request analysis

  • Lead business process creation or improvements

  • Identify process gaps, improvements, automation opportunities, and provide solutions

  • Author and maintain technical, operational, and business process documentation

  • May act as vendor manager or take on vendor manager responsibilities for SaaS tools

  • Champion Security and Compliance for the team

  • Audit business processes and report on adherence

  • Drive troubleshooting for production and non-production application issues

  • Act as the subject matter expert for assigned products

  • Manage changes with operations of assigned processes and projects

  • Collaborate with immediate and cross-functional team members as the on-site point-of-contact for ad-hoc testing or validation requests

Qualifications (Required Skills/Experience):

  • Bachelor’s Degree in Computer Science or equivalent

  • 4-8 years of related experience

  • Experience in a global contact center setting and/or IT operations

  • Experience troubleshooting network and application issues

  • Experience creating, documenting, and maintaining business processes and procedures

  • Demonstrate strong presentation, verbal and written communication skills

  • Proficient in Confluence and Jira for project management and issue tracking

  • Working knowledge of MS Office suite of tools with advanced knowledge of Excel

  • Proven ability to learn new technology, work independently, and manage multiple projects and meet deadlines

  • Strong organizational and problem-solving skills

Preferred Qualifications (Desired Skills/Experience):

  • Experience working with worldwide remote teams

  • Experience with call center tools such as telephony, chat, CRM, order management or licensing management

  • Experience or knowledge of the software development process especially Scrum and Kanban

  • Certified Product Owner or Certified Scrum Master, a plus

  • Project management experience or certification, a plus

  • Security certification such as Security+ or CISSP, a plus

  • Experience gathering business or technical requirements

  • Experience with programming, automation, or script building

  • Experience with omni-channel call center tools

  • Experience working with Privacy related regulations such as GDPR

#LI-LK1

NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the EEO poster and supplement.