Process Transformation Expert

We are currently requesting resumes for the following position: Process Transformation Expert

Number of Vacancies: 1

Level: MP5

Job ID: 24 – 074

Duration: 7 months

Hours of work: 35

Location: 889 Brock Road, Pickering (100% Remote)

Job Overview

Engage with various service delivery teams in Corporate Services to redesign their service delivery and support them in building their program governance which includes SLAs, OLAs, Process Maps, KPIs, Knowledge Management, etc. Leverage Service Now platform to deliver the service where applicable.

Responsibilities:

1. Evaluate Existing Service Delivery: Conduct a comprehensive assessment of the current service delivery process, including customer touchpoints, operational workflows, and internal systems. Document them into process maps.
2. Identify Improvement Opportunities: Collaborate with cross-functional teams and stakeholders to identify areas of improvement within the service delivery process. Analyze customer feedback and industry best practices to develop data-driven recommendations.
3. Design Service Transformation Strategies: Design and implement innovative service delivery strategies that align with organizational goals. Experience with Service Now service delivery platform will be an asset.
4. Measure and Track Performance: Define and track key performance indicators (KPIs) to measure the success of service transformation initiatives. Continuously monitor and report progress to stakeholders, identifying areas for further improvement.
5. Facilitating Requirements Gathering Sessions: Facilitate sessions to extract requirements and understand business processes efficiently. This entails active listening, questioning, and utilizing effective facilitation techniques.
6. Facilitating Communication between Technical and Business Teams: Act as a bridge between technical and business teams, facilitating effective communication and collaboration.

Qualifications

EDUCATION:

Bachelor’s degree in business, management, operations, or a related field. Relevant certifications in Lean Six Sigma, Business Process Mapping (BPM), project management, or service improvement methodologies are a plus.

Experience:

Proven experience in service delivery transformation, process improvement, or business operations. Ideally, over 5+ years of work experience in this area. ServiceNow platform certification and experience will be an asset.

Data Analysis Skills:

Strong analytical skills and the ability to gather, interpret, and analyze data to identify process inefficiencies and opportunities for improvement. Proficient in analytical and data visualization tools such as Excel, Visio, and PowerPoint.

Problem-Solving Abilities:

Demonstrated ability to identify root causes of process issues and develop creative and practical solutions. Strong critical thinking and problem-solving skills to analyze complex situations and develop effective strategies.

Strong Communication Skills:

Excellent written and verbal communication skills to interact with stakeholders at all levels of the organization. The ability to clearly communicate complex process concepts and facilitate collaborative discussions.

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