"Alerted.org

Description

Job Overview

The Technical Operations Process Improvement Intern will play a key role in analyzing, documenting, and enhancing the workflows that drive DRB’s customer and technical operations. Working directly with the Director of Technical Operations, this intern will gain hands-on experience in process mapping, data analysis, and continuous improvement practices that support a modern SaaS organization. The role offers exposure to cross-functional collaboration with teams such as Customer Success, Support, and Engineering, while contributing to initiatives that improve efficiency, quality, and the overall customer experience.

Responsibilities** **_(List all)_

+ Support the Technical Operations team in documenting and refining key operational workflows (incident, change, release, and escalation processes).

+ Map current-state ("as-is") and design future-state ("to-be") processes using visual workflow tools (e.g., Visio, Miro).

+ Identify bottlenecks and inefficiencies across support and operations handoffs using data and stakeholder feedback.

+ Partner with Technical Operations leadership to recommend process improvements that enhance speed, quality, and customer experience.

+ Assist in the creation and maintenance of internal documentation and knowledge articles within SharePoint and Confluence.

+ Gather and analyze operational data to identify trends and performance improvement opportunities.

+ Participate in meetings with cross-functional teams (Support, Customer Success, Engineering) to understand how processes interconnect.

+ Help design or enhance dashboards and metrics for process performance tracking.

Required Skills / Qualifications / Certifications / Tech Stack** **_(List all)_

Essential

+ Currently pursuing a Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field.

+ Strong analytical and problem-solving skills with attention to detail.

+ Excellent written and verbal communication skills—especially for documenting complex processes clearly.

+ Proficiency with Microsoft Office and collaborative tools (Excel, PowerPoint, Teams, SharePoint).

+ Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.

+ Interest in SaaS operations, process optimization, and continuous improvement methodologies (Lean, ITIL, etc.).

Preferable

+ Experience or coursework in process mapping or improvement methodologies (Lean Six Sigma, ITIL Foundations, or equivalent).

+ Familiarity with data visualization or analytics tools (Power BI, Grafana).

+ Understanding of software development or support processes (Agile, DevOps, or ITSM concepts).

+ Experience creating documentation or workflows in tools like, Miro, or Visio.

+ Prior internship or project experience in operations, IT, or customer success environments.

Outcomes and Deliverables (Include in Job Posting)

Deliverables

+ Documented three or more major Technical Operations workflows in both current-state and future-state formats.

+ A formal process improvement recommendation report identifying key bottlenecks and actionable improvements.

+ A centralized repository of updated and standardized process documentation accessible via SharePoint.A final presentation to the Technical Operations leadership team summarizing findings, recommendations, and measurable impact.

Outcomes

+ Developed a deeper understanding of Technical Operations workflows and their impact on customer and business outcomes.

+ Strengthened communication and analytical skills through cross-functional collaboration and executive presentation opportunities.

+ Contributed to measurable improvements in documentation quality, process visibility, and efficiency.

Physical Demands: None

Work Environment: Office?

This job description is not intended to be complete or limiting. The Company may vary these duties and responsibilities at any time in its discretion and the Employee acknowledges that they need to be flexible to meet business objectives as well as the requirements of the Employee’s role.

Our values address how we want to work, and the commitments that define our character.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

The company in which you have expressed employment interest is equal opportunity employer that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.