Lead Process Engineer

Role: Lead Process Engineer
Location: 100% Remote DMV - WV - PA or DE - Local Consultants only
Contract Position
Job Description:
The HM is looking for a Service Catalog & Service Request Process Owner.
Looking for candidates who have good experience owning and managing the Service Catalog & Service Request Processes and managing the offerings.
This is not into change management.
Must have experience managing, designing, baseline process maps, identifies inefficiencies, and re-designs and re-imagines the process to deliver superior customer experiences.
Maintain published Service Offerings
Assist in communication and promotion of the Service Offering
Provide roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Catalog Management process and its associated procedures.
Monitors and reviews the execution of the Catalog Management process at a high level, ensures it remains consistent with the organization's current culture and IT Service Management strategy.
Looking for solid 10+ years' experience.
Must have solid 5-6 years ITIL experience.
Must have 5+ years lead experience. (Looking for Lead candidate, please note this is a people management role but looking for a lead who is seasoned and has good experience owning the process. )
Healthcare experience is not needed.
B.S degree is a must.
Must have ITIL V3 or V4 certification. - Must have.
JOB DESCRIPTION
ROLE: Lead process support and serves as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives. Lead the creation of baseline process maps, identifies inefficiencies, and re-designs and re-imagines the process to deliver superior customer experiences.
The Service Request Process Owner will be responsible for Service Catalog management by capturing, documenting, and publishing Service Catalog entries in order to provide current information to the client's user community, as well as assume overall responsibility for ensuring the Catalog Management process is adhered to. This includes delivering outstanding service experiences while optimizing efficiency and productivity.
ESSENTIAL FUNCTIONS:
40% Acts as process owner and demonstrates tangible benefits and value of the process.
25% Leads collaboration with cross-functional teams to identify, analyze gaps, and document processes.
20% Lead the adoption, success, and maintenance of processes.
10% Evaluate metrics, identify and implement improvement strategies.
5% Performs validation activities on existing and new processes.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
Service Catalog Management Responsibilities:
Identify Services that should be included in the Service Catalog
Document the Service offering in terms familiar to the audience
Ensure all stakeholders sign-off on the Service offering
Ensure the publication of new Service Offering
Maintain published Service Offerings
Assist in communication and promotion of the Service Offering
Service Catalog Process Owner Responsibilities:
Sponsors the process by ensuring the Catalog Manager has adequate access and training to conform to best practices and meet the needs of the organization
Sponsors the communication campaign to promote awareness and acceptance of the Catalog Management process
Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Catalog Management process and its associated procedures
Monitors and reviews the execution of the Catalog Management process at a high level, ensures it remains consistent with the organization's current culture and IT Service Management strategy and ensures coordination with all other IT processes
Participates in the IT Governance activities
In Lieu of Education
In lieu of a Bachelor's degree, an additional 4 years of relevant work experience demonstrating the ability to perform the functions at the level required is needed in addition to the required work experience.
Preferred Qualifications
Advanced degree in business administration, management, or IT- related field.
5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
Proficiency in monitoring service performance.
Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
Detail-oriented with a high level of accuracy in data analysis and reporting.
Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
Experience in implementing service improvement initiatives and managing service quality standards.
Familiarity and certified with service management frameworks such as ITIL v3 or above
Proven record of achieving service-related KPIs and customer satisfaction targets.
Knowledge, Skills and Abilities (KSAs)
Ability to motivate others and foster a culture of continuous improvement and agile execution., Advanced
Ability to exercise independent judgment in methods, techniques, and evaluation criteria., Advanced
Knowledge of process improvement techniques., Advanced
Knowledge of process mapping and documentation techniques., Advanced
Ability to work with data and analytics., Advanced