Product Operations and Data Governance Lead


New York, NY, US, 10036

New York




The Paramount Technology department supports our global content company through the delivery of a high-quality viewing experience, system infrastructure support, and crafting innovative ways for our employees to collaborate. If you are interested in a strategy that has growth, transformation, and ongoing innovation where you can help “reinvent the broadcasting wheel”, we have a role for you!


We at Paramount are looking for a seasoned Product Operations/Data Governance Lead to drive operational/governance strategy and processes, lead reporting and analytics, and deliver premier quality end-user support across company-wide groupware, such as Slack, Zoom, SharePoint, and O365! This person will be responsible for coordinating the L2 Product Operations Team and support metrics, vendor support relationships/incidents, settings changes and governance impact, and leading the app add-in approval process.


  • Define (system/product) Access Controls and Governance Strategy:
    • Access levels and roles for all EUT tools for the different Product and Engineering partners.
  • Handle compliance and InfoSec reviews on app/3rd-party integrations, as well as new settings available.
  • Lead L2 Product Support Team:
    • Define team roles & responsibilities.
    • Quality review and ownership of support documentation: Standard Operating Procedures (SOPs), run books, KB articles, etc.
    • Define reporting criteria and goals.
    • Optimize support processes and delivery.
    • Own team resourcing, capacity-planning, and coverage planning.
  • Monitoring and Reporting overall health (aging/SLAs):
    • Build trend reports on incidents and requests by business unit, product, type of issue/request.
  • Identify improvement areas:
    • Improve the current process based on reporting trends.
    • Provide feedback/improvements for Product/Engineering teams e.g., request automation of high-volume operations tasks.
    • Conduct regular feedback and improvement meetings with L2 team.
  • EUT ServiceNow Incident/Request Management Health:
    • Keep ServiceNow business applications, CIs, and Assignment groups up to date and communicated with Client Services.
    • Ensure all run books/KB articles are updated.
    • Issue analysis and understanding of the applications and orders/teams required to fix.
    • Lead support efforts via SWAT teams. Coordinate sessions with End Users, Application Owners, Vendors, and EUT until resolution.
    • Ensure timely and accurate support issue notes and status are shared, including resolution and RCA.
    • Detail a clear escalation path and contact info for the EUT team.
    • Support MoveWorks Enterprise Solutions initiatives.
  • Vendor Management:
    • Track EUT contract dates, flagging expirations, and true updates.
    • Run license counts and cleanup activities.
    • Support critical issues to the vendor CSM or support teams.


Basic Qualifications


  • Proficiency with Microsoft Office suite; advanced Excel and PowerPoint skills. Strong familiarity with Business Intelligence dashboards and analytics.
  • At least 5 years of professional, enterprise-level experience, including leading a team.
  • Exquisite attention to detail and process management skills. Must be professional and have superb customer service skills.


Additional Qualifications


  • ITIL Certification

  • Proficient at collaborative cloud platforms (Slack, Zoom, Asana, etc.).
  • In-depth knowledge of data analysis
  • Experience with Identity Management tools Okta, Active Directory.
  • ServiceNow ITSM.




Paramount Global (NASDAQ: PARA, PARAA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic studios, networks and streaming services, Paramount's portfolio of consumer brands includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others. Paramount delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, the company provides powerful capabilities in production, distribution and advertising solutions.




Hiring Salary Range: $125,000.00 - 150,000.00. 


The hiring salary range for this position applies to New York City, California, Colorado, Washington state, and most other geographies. Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.  The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage, disability benefits, tuition assistance program and PTO or, if applicable,  as otherwise dictated by the appropriate Collective Bargaining Agreement. This position is bonus eligible.


Paramount is an equal opportunity employer (EOE) including disability/vet.


At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.


If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to Only messages left for this purpose will be returned.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City