Associate Process Excellence Lead

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.