Opening for Process Engineer :: Contract :: Harbor Point, MD (Remote)

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Role: Process Engineer Global Incident Management

Location: Harbor Point, MD (Remote)

Mode: Contract

• The role involves assessing, re-designing, and piloting the end-to-end incident management operational model, including the client reimbursement process
• The process engineer will integrate EY incident management program recommendations and align with Business Resiliency and Crisis Management processes
• Designing triage and communication flows, including conflict resolution protocols for cross-region, cross-functional incidents
• Identifying global taxonomy, process, and template standardization needs, including client reimbursement, escalation, KPIs/SLAs, and post-incident analysis
• Developing RACI to support the re-imagined end-to-end operational model
• Documenting prioritized business requirements for technical development and performing UAT

• Drive participant workshops, brainstorming meetings, validation with leadership along the journey.
• Requires specialized knowledge and expertise in their own job discipline and deep experience in integrating related disciplinary knowledge (e.g. Disaster recovery, business continuity, technology incident management, operational risk event management etc.)
• Lead disciplinary or cross-functional program of notable risk; uses sophisticated analytical thought to identify innovative solutions.
• Accountable for work of self and others; sets standards around which others will operate.
• Works independently, with guidance in only the most complex situations
• Acts as advisor to management and key external stakeholders on broad-ranging projects with global and enterprise-wide impacts.

• Defines, develops, and implements solutions that address local needs and support global standards.
• Develops consultative partnerships with internal teams to understand strategic objectives and reporting requirements.
• Leads special projects, manages project scope, and balances project risks.
• Gathers and analyzes information to develop recommendations and implement process-related solutions.
• Collaborate with leaders to ensure process improvements are adopted and monitored.

• Experience executing complex projects supporting business units operating in the U.S, Europe, and Asia-Pacific regions, applying Lean and Six Sigma methodologies to implement successful solutions with a high level of analytical and problem-solving skills
• Proven ability to apply Lean and Six Sigma principles in business scenarios for financial services, including statistical analysis
• Outstanding interpersonal and partnering skills; ability to build and maintain strong stakeholder relationships at all levels through collaboration, negotiation and influence; effective application of coaching and feedback skills
• Superior written and verbal communication skills, including the ability to write and deliver concise, creative, and effective instructional materials and presentations
• Strong organizational and project management skills including the ability to maximize resource utilization; distributing responsibilities, and achieving milestones and deliverables within deadlines
• Strong intellectual curiosity, strategic thinking with the ability to flex and adapt to shifting needs and evolving priorities
• Demonstrated leadership and management; ability to motivate, drive performance, and lead cross-functional teams through change
• Outcome-driven with focus on measurable results
• Agile certification or experience desired

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 8+ years of total relevant work experience
• Lean Six Sigma Black Belt Certification or equivalent experience executing projects
• Working knowledge of Agile Project Management and Change Management

• Experience streamlining enterprise incident management functions