IT Process Engineer

Engineering @Grayson Talent

Job Description

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.

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