JOB SUMMARY: Responsible for the design, implementation, and continuous improvement of IT operational policies, procedures, and governance frameworks. Ensure alignment between IT processes and the department's strategic objectives by facilitating data and process analysis, documenting current and future state workflows, and recommending actionable process enhancements. Support change management practices, ensuring adherence to IT governance standards to minimize operational risks and disruptions.

DUTIES & RESPONSIBILITIES:

• Collaborate with various IT and business departments to thoroughly understand, analyze, and document existing IT processes using tools such as Visio, Lucidcharts, and other process mapping platforms.
• Identify process inefficiencies, redundancies, and opportunities for optimization, creating actionable recommendations to enhance workflows and performance.
• Lead efforts to develop, refine, and standardize IT processes in alignment with ITIL principles, business goals, and compliance requirements.
• Draft detailed process documentation, policies, and procedures while ensuring clarity, accuracy, and accessibility for relevant stakeholders.
• Communicate process changes and their implications effectively across management, staff, and external stakeholders through documentation, presentations, and training sessions. Leverage the ServiceNow platform to support process management, governance, and reporting activities.
• Ensure accurate tracking of workflows, maintain dashboards for performance monitoring, and generate actionable insights for decision-making.
• Review IT Change Requests to confirm compliance with the Change Management policy, assessing potential risks and impacts to minimize disruptions to operations.
• Facilitate change control meetings, collaborating with stakeholders to evaluate proposed changes and ensure alignment with organizational priorities.
• Conduct regular process audits to evaluate effectiveness, identify areas for improvement, and recommend enhancements to streamline operations.
• Coordinate training programs for IT staff to ensure proper adoption of new processes and operational readiness for changes.
• Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Computer Science, MIS or related field of study

EXPERIENCE:

• 3 years of relevant experience or combination of education, training and experience.
• Working knowledge of ServiceNow experience required.
• Experience participating in IT-enabled change projects and processes.

COMPETENCIES/SKILLS:

• Background in process standardization and improvement efforts Knowledge of ServiceNow Platform and capabilities.
• Proficient in data base modeling, including design of relationships, data flows and conceptual and logical data models, data dictionaries.
• Knowledge of ITIL principles.
• Knowledge of Dev/Ops practices.