Cloud Team Process Specialist

Cloud Team Process Specialist REMOTE The Cloud Team Process Specialist will design, implement, and sustain process, tooling, and behavioral changes required to efficiently onboard customers to cloud services and support ongoing cloud operations. This role partners with product, development, infrastructure, and business stakeholders to translate technical and programmatic requirements into clear SOPs, automated workflows, training, and continuous improvement activities that improve customer experience and operational efficiency. Key Responsibilities - Design and maintain cloud process frameworks and SOPs for onboarding, support, and lifecycle operations, ensuring they are clear, actionable, and auditable. - Lead change management activities for cloud process updates and new capabilities, including stakeholder analysis, communication plans, training plans, adoption metrics, and reinforcement mechanisms. - Monitor customer experience and operational telemetry; synthesize feedback loops to identify bottlenecks, failure modes, and opportunities for process or technical improvements. - Define and implement process automation opportunities using industry best practices and AI-assisted tooling to reduce manual effort, decrease cycle time, and improve consistency. - Facilitate cross-functional collaboration with development, infrastructure, product, and business teams to translate requirements into updated processes, runbooks, and automated workflows. - Create and maintain up-to-date technical and process documentation (runbooks, SOPs, knowledge base articles) and ensure appropriate version control and access. - Design and deliver training and enablement for operations staff, support teams, and stakeholders; measure adoption and effectiveness. - Measure and report on OCM and operational metrics (e.g., onboarding time, Mean Time to Resolution, support ticket volume, automation coverage, adoption rates) and drive action from results. - Support governance activities, including process compliance, audit readiness, and formal SOW/SLA change coordination when required. - Serve as the primary point of contact for change-related issues during program milestones and escalations. Basic Qualifications - 5+ years of experience in organizational change management, process improvement, or cloud operations support. - Demonstrated experience creating SOPs, runbooks, or operational playbooks for technical teams. - Strong experience with stakeholder engagement, training development/delivery, and adoption change plans. - Familiarity with cloud platforms (AWS, Azure, or Google Cloud) and cloud operational concepts (onboarding, incident management, service lifecycle). - Experience with process automation tools or scripting (e.g., Python, PowerShell, or workflow platforms) or demonstrated ability to partner with automation engineers. - Solid analytical skills with experience using operational metrics to drive decisions. - Excellent written and verbal communication skills; proven ability to create clear technical/process documentation and present to technical and non-technical audiences. - Bachelor's degree in Business, IT, Computer Science, or related field (or equivalent experience). Preferred Qualifications - Certification in Organizational Change Management (e.g., Prosci, ACMP) or change management coursework. - Hands-on experience with cloud-native automation/orchestration tools (e.g., Terraform, CloudFormation, Ansible, Jenkins, GitHub Actions) or RPA/workflow products. - Experience implementing AI-assisted process automation or intelligent workflows (e.g., LLM-based assistants, process mining, RPA with AI). - Prior experience in defense or highly regulated environments with knowledge of contract funding models and audit/compliance implications. - Familiarity with ITIL/ITSM practices and tools (ServiceNow, Jira Service Management). - Experience working with Statement of Work (SOW) changes, offload funding requests, and program-directed cost allocation. - Advanced degree in a relevant discipline, or equivalent combination of education and experience. Benefits: Paid sick leave, Medical/Dental (optional), 401 (k) Retirement Plan (optional), Employer Paid Life Insurance, Employer Paid Short Term Disability, Optional Life Insurance.