Process Improvement Specialist
7 days ago
Your key responsibilities include leading the development of internal standards for operational communications, procedures, and automated workflows. You will work closely with various internal and partner teams to collaborate, discuss, conceptualize, and implement process improvements.
- Analyze current processes, procedures, and system functionality to identify areas for improvement.
- Lead the development of process models and organizational structures to improve efficiency and reduce costs.
- Develop end-user procedures, instructions, or training materials to ensure effective process implementation.
- Partner with internal and partner teams to facilitate the design and implementation of new/improved process models and organizational structures.
- Support IAM Services customer-facing resources, including all procedures, policies, forms, references, links, pages, resources, announcements, and more using SharePoint tools, PowerBI, and other support tools.
- Develop process analysis and re-engineering to improve efficiency, lower costs, and improve product quality.
- Train and guide resources in process improvement techniques.
- Assist in development of new process capabilities.
- Facilitate resolution of service anomalies.
- Assist in the development and maintenance of service roadmap.
- Handle low-impact service issues.
- Assist in continual service improvement efforts.
- Act as escalation point for operational issues or customer feedback.
- Assist in the creation and design of the service and all related offerings and workflows.
- Facilitate the creation of service artifacts (models, templates, ServiceNow playbook).
- Produce and monitor performance and KPI reports.
- Ensure appropriate outcomes are being produced.
- Gauge the effect of service changes with quantitative and qualitative methods.
- Monitor service consumption.
- Assist in the identification of all elements required to restore the service(s) are known and in place in the event of an incident.
- Manage consumer request fulfilment.
- Maintain in-depth knowledge of the service.
- Provide input into strategic planning.
Qualifications include:
- Bachelor's degree in Information Assurance, Computer Science, Information Systems, or equivalent work experience.
- 5-7 years of practical experience in the field of IT, with 3+ years of experience in Service Management and process improvement design and implementation.
- Strong analytical skills to identify and escalate complex and conflicting IAMS issues.
- Excellent oral and written communication skills to present ideas clearly and concisely to all levels of management.
- Knowledge of automation tools such as Microsoft Automate and PowerApps.
- Experience with building dashboards and/or metrics in PowerBI.
As a member of our team, you can expect:
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A collaborative and dynamic work environment.
Additional responsibilities include:
- Complete other activities as assigned.
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