Senior Process Engineer

Your Responsibility

Process Improvement:

• Lead the initiative to continuously improve ITIL processes (incident, request fulfilment, problem management, service desk function, configuration database etc.) ensuring they are efficient, effective, and aligned with best practices.
• Identify and implement process optimization opportunities through data analysis, root cause analysis, and lean methodologies etc.
• Implement operational dashboard, monitoring and analyzing operational process performance metrics to identify opportunities for further improvement.
• Develop and maintain process documentation, including flowcharts, runbooks, and knowledge base articles.
• Train and mentor team members on new and improved processes.

Subject Matter Expertise:

• Serve as the internal SME for data and technical operations process architecture.
• Provide expert advice and guidance on ServiceNow configuration and best practices.
• Collaborate with cross-functional teams to design and implement new processes and services in ServiceNow.
• Stay up-to-date on industry trends and best practices related to ITIL, data operations management and ServiceNow

Qualifications

• A bachelor's or master's degree in computer science, information technology, business administration, process engineering or a related field
• A minimum of 8 years of relevant experience in process architect/engineering role, especially in data and AI consulting environment is a plus.
• Strong knowledge of ITIL best practice and Service Management tool such as ServiceNow
• Strong analytical and problem-solving skills, be able to analyze complex issues, optimize business processes and drive operational efficiency.
• Effective communication and interpersonal skills, with the ability to work collaboratively with diverse teams and clients.
• Excellent English communication and collaboration skills, be able to work with internal and external stakeholders, translate technical concepts to non-technical stakeholders, and clearly communicate process design solutions.
• Knowledge of data management, data governance, data quality, data security, and data privacy is a plus.