IT Process Reengineering Expert

Process Assessment and Analysis;
- Conduction of comprehensive assessments of existing IT service support processes to identify inefficiencies, bottlenecks, and areas for improvement;
- Analysis of process performance metrics and key performance indicators (KPIs) to evaluate effectiveness and identify opportunities for optimization;
- Collaboration with stakeholders, including IT staff, management, and end users, to gather insights and feedback on current processes;
- Process Design and Redesign;
- Design and redesign of IT service support processes to align with organizational goals, industry best practices, and ITIL frameworks;
- Development of process maps, workflows, and documentation to illustrate proposed changes and facilitate implementation;
- Utilization of process improvement methodologies such as Lean Six Sigma to streamline workflows, eliminate waste, and improve overall efficiency;
- Change Management and Implementation;
- Development of change management plans to facilitate the adoption of redesigned processes, ensuring buy-in from stakeholders and minimizing resistance to change;
- Coordination with cross-functional teams, including service desk technicians, system administrators, and network engineers, to implement process changes effectively;
- Provide training and support to staff members to ensure they understand and adhere to new processes and procedures;
- Continuous Improvement;
- Establishment of mechanisms for continuous monitoring and evaluation of reengineered processes to assess effectiveness and identify further optimization opportunities;
- Solicitation of feedback from stakeholders and end users to gather insights on process performance and areas for improvement;
- Lead initiatives to implement ongoing process improvements and enhancements, leveraging feedback and lessons learned from previous reengineering efforts;
- Technology Integration and Automation;
- Identification of opportunities to leverage technology and automation tools to streamline IT service support processes and enhance productivity;
- Collaboration with IT teams to integrate process automation solutions, such as workflow management systems and robotic process automation (RPA) tools, into existing workflows;
- Ensure that automated processes are properly configured, tested, and monitored to maintain reliability and accuracy;
- Risk Management and Compliance;
- Assessment of potential risks associated with process changes, including impacts on service availability, data security, and regulatory compliance;
- Development of risk mitigation strategies and controls to minimize disruptions and ensure compliance with industry standards and regulations;
- Work closely with compliance officers and internal audit teams to address any compliance-related concerns and implement corrective actions;
- Documentation and Knowledge Management;
- Documentation of redesigned processes and procedures, ensuring that documentation is accurate, up-to-date, and accessible to relevant stakeholders;
- Establishment of knowledge management practices to capture and share best practices, lessons learned, and process documentation within the organization;
- Promotion of a culture of knowledge sharing and continuous learning to support ongoing process improvement efforts.
- Master’s degree in Computer Science, Engineering, or another relevant domain;
- At least 10 years of work experience, including 3 years of experience in a similar role;
- ITIL 4 “Create, Deliver and Support”, ITIL 4 “Direct, Plan and Improve” certifications would be an asset;
- Strong analytical and problem-solving skills;
- Proficiency in process mapping and modeling tools;
- Excellent communication and stakeholder management abilities;
- Fluency in English, both written and spoken;
- Eligibility to work and live in the EU.