Roles and Responsibilities :
Process Generation and Maintenance:
- Develop and document new operational processes in alignment with organisational needs.
- Maintain existing processes, ensuring they are up-to-date and compliant with industry standards.
- Regularly review and update process documentation to reflect changes in business requirements or operational practices.
- Find creative ways to use and embed Generative AI in process creation, upkeep and in the process itself.
Process Development:
- Identify opportunities for process improvements and optimisation.
- Collaborate with cross-functional teams to design and implement process enhancements.
- Ensure that all process developments are thoroughly tested and validated before deployment.
Process Governance:
- Establish and enforce governance frameworks for operational processes.
- Monitor process compliance and performance metrics to ensure adherence to established standards.
- Conduct regular audits and reviews to identify areas for improvement and ensure continuous process improvement.
Engagement with Business Representatives:
- Act as a liaison between the Process Excellence team and business representatives.
- Facilitate workshops and meetings to gather requirements, provide updates, and address concerns related to operational processes.
- Foster strong relationships with stakeholders to ensure alignment and collaboration on process initiatives.
Incident, Service Request, Problem, Change, and CMDB Management:
- Oversee the lifecycle of incidents, service requests, problems, changes, and CMDB entries.
- Ensure that these processes are integrated, efficient, and support the overall operational objectives of the organisation.
- Provide guidance and support to operational teams in the execution of these processes.
Qualifications:
- Minimum of 3 years of experience in process management or a similar role.
- Strong understanding of ITIL principles and best practices.
- Proven experience in developing and governing operational processes.
- Excellent communication and interpersonal skills.
- ServiceNow experience is a strong plus.
- Jira and Confluence experience is a plus.
- Using any Generative AI at a work setting is a plus.
- Ability to work collaboratively in a team environment.
- Strong analytical and problem-solving skills.
- Proficiency in process management tools and software.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience with ServiceNow or similar IT Service Management (ITSM) tools.
- Knowledge of Lean Six Sigma methodologies.
