IT Process Engineer

Our client is seeking to recruit an IT Process Engineer to join their team. They have created the IT Service Management Office (ITSMO) to focus on twelve world-class elements of Practical IT Service Management:

• Incidents
• Service Requests
• Problem Management
• Service Catalog
• Knowledge Management
• Service Level Management
• Asset and Configuration Management
• Change Management
• Release Management
• Availability Management
• Financial Management
• Service Portfolios

Key Accountabilities

Process Engineering:

• Define, implement, and maintain IT business processes to meet business objectives.
• Identify opportunities for business process re-engineering to optimize service delivery.
• Taking care of communication regarding the IT processed to internal and external customers and ensuring business relations.
• Ensure process governance mechanisms are created to minimize deviations from expected behaviours.
• Create and maintain process documents and workflows, in collaboration with the business.
• Work with new partners (acquisition track) to ensure a seamless acceptance of and adherence to established business processes.
• Periodically evaluate existing IT business processes to ensure validity and relevance to the overall strategy of Business Technologies.
• Validate and track if newly established IT business processes efficiently address operational gaps.

Data Analytics:

• Extract or generate quantitative information from single or multiple Business Intelligence tools (CRMs, Tableau, Power BI, Excel etc.)
• Consolidate and standardize data structures to replicate data warehousing capabilities.
• Analyze quantitative information and formulate hypothesis on data trends.
• Identify process gaps leading to ‘bad’ data.
• Generate and present findings to the IT-SMO squad.
• Coordinate action plans with Product Owners, Product Managers and/or Flow Masters to implement corrective measures for deviations in data trends.

Process and Internal Audits:

• Work with Group Internal Audit (GIA) to document relevant process improvement tracks.
• Identify and report non-conformity to audit expectations within the IT-SMO squad for prompt actions.

Continuous Improvement and Innovation:

• Implement feedback mechanisms to collect data on IT business processes.
• Capture lessons learnt during IT business process rollout and standardization tracks and create appropriate remedial plans.

Expectations, Experiences & Knowledge

• Ability to quickly grasp foundational knowledge of ITIL or COBIT.
• Willingness to pursue a certification track for ITIL.
• Strong communication skills
• Able to observe and interpret dependencies between processes.
• Confident and skilled at identifying and navigating through roadblocks.
• Useful if with a project management and/or technical background.
• Ability to delegate and not be afraid to ask for help.

Educational / Skill / Experience Requirements

• 3+ years working in the IT industry.
• Bachelor’s degree in engineering.
• Analytical and problem-solving mindset.
• Service-driven mindset.
• Strong communication skills.
• Collaborative mindset and willingness to learn and grow.
• Stress resistant.
• Ability to translate technical terms into easy to grasp, layman concepts.
• Proficient in English (written and spoken). Other languages such as Dutch, French and/or German is a plus.