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Job Description:
Key Responsibilities:
- Assess and optimize existing ITIL processes to enhance efficiency and automation potential.
- Identify automation opportunities and work with relevant teams to implement process automation solutions.
- Design and document nimble, scalable, and automation-ready workflows.
- Collaborate with cross-functional teams, including IT Operations, Service Management, and Automation teams, to drive continuous improvement initiatives.
- Ensure adherence to ITIL 4 best practices in service delivery and process design.
- Use data-driven insights to recommend improvements and reduce operational bottlenecks.
- Lead process governance and compliance initiatives while balancing flexibility and efficiency.
- Conduct stakeholder training and knowledge sharing on automation-enabled processes.
Required Skills & Qualifications:
- 8-10 years of experience in Process Engineering, IT Service Management, or Process Automation.
- ITIL 4 Certification (mandatory).
- Strong experience in ITIL-based process design, re-engineering, and implementation.
- Hands-on experience with automation tools (e.g., RPA, ServiceNow, UiPath, Power Automate, etc.).
- Solid understanding of workflow automation and orchestration technologies.
- Proven track record of leading process improvement initiatives and delivering efficiency gains.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
Preferred Qualifications:
- Experience in ServiceNow or other ITSM tools.
- Knowledge of scripting or low-code/no-code automation platforms.
- Familiarity with Agile and Lean methodologies for process optimization.
If you are passionate about streamlining processes, driving automation, and improving IT service management, we encourage you to apply!
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