Intepros' valued client has launched a new initiative to evaluate and enhance the efficiency, automation, and processes across IT and Production teams. This newly created role will play a key part in identifying opportunities for improvement, driving organizational change, and ensuring the successful adoption of new processes and tools.
Responsibilities
- Assess IT and Production team operations to identify areas for improved efficiency, process optimization, and automation opportunities.
- Partner with stakeholders to define, document, and implement new workflows aligned with ITSM best practices.
- Develop change management strategies to ensure smooth adoption of new processes across diverse teams.
- Facilitate communication, documentation, and training for teams impacted by process changes.
- Track and measure the effectiveness of process improvements and recommend continuous enhancements.
- Collaborate with ServiceNow administrators and developers to align platform capabilities with organizational goals.
- Prepare presentations and reports summarizing findings, proposed changes, and post-implementation results.
Qualifications
- 5+ years of experience in IT process improvement, operations, or change management.
- Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL).
- Hands-on experience with ServiceNow for process automation, incident/change management, and workflow design.
- Proven experience leading or supporting organizational change initiatives, including communication and training.
- Excellent documentation, analytical, and stakeholder engagement skills.
- Financial services experience preferred, but not required.
Preferred Skills
- Experience developing process maps, SOPs, and knowledge base documentation.
- Familiarity with Agile and Continuous Improvement methodologies (Lean, Six Sigma).
- Strong presentation and facilitation abilities
