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.
Skills
Performance Metrics
Manufacturing Productivity
Process Engineering
Problem Solving
TOGAF
Functions
Engineering
Job Overview
Job Type:
Hybrid
Company
DataX
8 active jobs
Industry:
Technology
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