Job Description
Position Summary
We are seeking a highly motivated and experienced Process
Consultant to drive efficiency and effectiveness across our IT
organization s core business processes. This pivotal role requires a unique
blend of process design expertise, rigorous business analysis, data analytics
capabilities and experience on CRM tools. The successful candidate will be
responsible for identifying critical process gaps, designing optimized future
states, and measuring the quantifiable impact of those improvements to ensure
maximum return on investment.
Key Responsibilities
A. Process Design and Optimization (The Core Function)
Process
Gap Analysis: Conduct deep-dive assessments using techniques like
Value Stream Mapping (VSM) to analyze current state (As-Is) processes,
identify bottlenecks, inefficiencies, and non-value-add steps.
Future
State Design: Design and document optimized target state (To-Be)
processes utilizing industry standards and best practices.
Solution
Implementation: Collaborate with IT Development teams to translate
optimized process flows into technical requirements for system
implementation (e.g., in platforms like Salesforce, ServiceNow, etc.).
CRM
Focus: Lead optimization efforts across key CRM processes,
including Lead-to-Cash, Sales Cloud, Service Cloud, and Marketing
Automation workflows.
Change
Management: Lead workshops and training sessions to secure
organizational buy-in and facilitate the adoption of new processes and
tools.
B. Business & Data Analysis (Analytical Expertise)
Requirements
Elicitation: Function as a Senior Business Analyst, conducting
stakeholder interviews, facilitating requirements gathering sessions, and
translating complex business needs into clear, actionable functional
specifications.
Data
Measurement & Baselining: Establish baseline metrics and Key
Performance Indicators (KPIs) for current processes, utilizing data
extraction and analysis tools to quantify current state performance (e.g.,
cycle time, error rates, throughput).
Impact
Quantification: Develop and execute post-implementation measurement
plans, providing data-driven reports on the realized business value and
Return on Investment (ROI) of optimized processes to executive leadership.
C. Stakeholder Engagement & Leadership
Act
as the primary subject matter expert (SME) on process efficiency, advising
senior management on strategic process improvements.
Manage
a pipeline of process improvement initiatives, prioritizing work based on
strategic alignment and potential business impact.
Document
comprehensive Standard Operating Procedures (SOPs) and training materials
for new processes.
Required Qualifications
Experience:
Minimum of 7+ years of progressive experience in process design,
business analysis, management consulting, or process improvement roles
within an IT or Technology organization.
Process
Methodology: Proven proficiency and practical experience with industry
methodologies such as Lean, Six Sigma, or Business Process Management
(BPM).
Analytical
Skills: Demonstrated ability to analyze large datasets, identify
trends, measure performance against KPIs, and present clear, data-driven
conclusions.
CRM
Expertise: Deep practical experience and functional knowledge of
Salesforce Sales Cloud and/or Service Cloud and related business
processes (Lead-to-Cash lifecycle).
Technical
Proficiency: Advanced proficiency in process mapping tools (e.g.,
Visio, Lucidchart, Miro) and strong hands-on experience with data analysis
and reporting tools (e.g., Excel, SQL, Power BI, or Tableau).
Communication:
Exceptional written and verbal communication skills, with a demonstrated
ability to present complex technical concepts to non-technical executive
audiences.
Preferred Qualifications
Certification:
Certified Lean Six Sigma Green Belt or Black Belt, CBAP (Certified
Business Analysis Professional), or PMP (Project Management
Professional) certification.
Platform
Knowledge: Direct experience working on process improvements related
to large enterprise platforms (e.g., Salesforce, ServiceNow, SAP, Oracle).
Experience
operating within an Agile or DevOps environment.
