Lead Process Consultant

The Lead Process Consultant is responsible for driving process optimization within service desk operations.

This role involves evaluating workflows, leading process improvement initiatives, and implementing automation solutions using RPA and AI.

The consultant will work closely with stakeholders to enhance efficiency and ensure measurable outcomes through KPI tracking.

Key Responsibilities

• Evaluate and optimize service desk processes from ticket creation to resolution.
• Lead workshops to gather requirements and develop process improvement strategies.
• Implement automation solutions using RPA and AI technologies.
• Conduct time-motion analysis to identify workflow inefficiencies.
• Track and report key performance indicators to measure success.
• Collaborate with stakeholders to refine and document process enhancements.

Required Qualifications

• Minimum 10 years of experience in process consulting or related fields.
• Expertise in process mapping tools such as Visio or Lucidchart.
• Strong experience with ServiceNow and ticket management workflows.
• Familiarity with RPA, AI, and workflow automation technologies.
• Excellent analytical and communication skills.
• Ability to lead cross-functional workshops and drive consensus.

Preferred Qualifications

• Experience in Corporate Banking and Commercial Lending.
• Knowledge of Lean or Six Sigma methodologies.