Technical Operations Process Improvement Intern - Summer 2026 HYBRID

Job Description

Job 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

• 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

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

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.