Process and Metrics Architect

process improvement, servicenow, support, ticketing, metrics, process, operations, it, ITIL, ITSM, Six Sigma, business analysis, Architecture, Best practices, Business analysis, Business process management, Automation, Cloud, Business-IT alignment, Implementation
Contract W2, Contract Independent, 6 Months
Depends on Experience
Work from home not available Travel required to 10%.

Job Description

Summary:

Develop, maintain and implement roadmap ensuring optimal processes aligned with organizational goals. Serve as the subject matter expert for operational, support, and business processes for Cloud and IT organization by having a deep understanding of processes and technologies used in the respective area of responsibility. Provide expert consultancy across groups, mentoring, formulating strategies, process solutions/ improvements, training/coaching, and acting as a trusted advisor to the business. The Architect must have a demonstrated history of business process improvement and a self-starter.

Job Responsibilities

  • Design and drive service/ process rollout to operations ensuring business alignment, communication, measurement, and normalization
  • Mature operational, support, and business processes with defined control points and measurements
  • Design critical success factors, SLAs, OLAs, and UC s and measurement methods
  • Design and drive service catalog business process
  • Partner with system automation teams to enable and automate the process
  • Write process requirement story and acceptance criteria for system implementation and automation
  • Document and manage knowledge base for process rollouts and best practice
  • Document process, procedure, policies, and best practice guides
  • Utilize resourcefulness and assertiveness to; deliver on improvement projects, guide and influence peers and teams
  • Drive risk/issue resolution and appropriate escalations, understand details and 'bigger picture' of initiatives
  • Lead the evaluation, selection, and application of new and emerging tools and techniques relevant to process streamline and automation
  • Design process training sessions and manage operations training calendar
  • Design, execute, and delivery of various Reporting & Metrics initiatives with focus and commitment to budget, schedule, benefit, and quality
  • Present and discuss meaningful metrics to create an improvement plan
  • Coordination and collaboration with teams to produce successful metric results and improve operational efficiency
  • Evaluate compliance with the organization s technology standards. Analyzes market trends and experiences

Qualifications:

Degree / Licenses and Professional Certifications

  • An undergraduate or graduate degree in Business or Computer Science
  • Experience in Business Process Management Professional or Six Sigma training programs
  • ITIL knowledge and experience is a must
  • ServiceNow or related service management implementation is plus

Experience

  • Minimum of 5 years of Business Analyst or Architecture experience
  • Must have at least 5 years experience improving business processes
  • Experience in the Business Process Consulting

Competencies

  • Six Sigma Green Belt or Lean is preferred
  • Must be proficient in Visio and the MS Office Suite
  • Understanding of Process Automation platforms
  • Ability to work with and lead the business towards process solutions

Knowledge

  • Knowledge of methods, practices, and tools for planning and executing Business Process Improvement, Business Process Management, Business Process Outsourcing
  • Ability to model, analyze and design current and target state process
  • Knowledge of process performance measurement tools and methods
  • Knowledge of Business Capability Models

Skills

  • Strong writing and communication skills
  • Strong customer service orientation (responsive, consultative, collaborative and accurate)
  • Strong interpersonal relationship building skills; able to work with a variety of people and groups in a constructive and collaborative manner

Abilities

  • Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
  • Strategic thinking; applies organizational acumen to identify and maintain focus on key success factors for the organization
  • Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
  • Ability to work effectively as part of a team and a self-starter

Dice Id : redoak
Position Id : MM-pma1
Originally Posted : 3 weeks ago
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