IT Business Process Management Analyst

Major Responsibilities:

• Analyze, Evaluate, and Create IT Workflows: Assess moderate Analyze IT service management (ITSM) processes such as incident management, problem management, and change management, and systems across the IT department to optimize inefficiencies, reduce bottlenecks, and identify areas for system reliability enhancement and automation.  Collect and analyze data to understand current process performance, using descriptive statistics and process mapping tools. Work closely with IT leadership to identify technology-driven opportunities for improvement that align with business goals and digital transformation initiatives. Design scalable processes and workflows utilizing industry best practices such as ITIL, Lean Six Sigma, Agile, and DevOps methodologies to guide process enhancements. Capable of documenting processes leveraging BPMN 2.0 or similar methodologies.  
• Foster a Culture of Improvement: Cultivate an environment where IT teammates proactively seek out and address inefficiencies in daily processes. Provide in-depth coaching on advanced problem-solving methodologies, such as Lean or Six Sigma, to enhance teammates' skills. Assess the effectiveness of proposed solutions and guide teammates in refining their approaches for better outcomes.  
• Data Driven Optimization: Integrate data from multiple sources and  IT systems to provide a comprehensive view of IT processes. Develop key performance indicators (KPIs) and reporting frameworks to measure the effectiveness of IT process improvements.  Apply advanced statistical methods and Lean Six Sigma techniques to analyze data, identify root causes of inefficiencies, and propose solutions. Drive automation and efficiency by identifying areas where tools such as AI-driven analytics can improve IT operations.  
• Managing Improvement Initiatives: Develop detailed scope and objectives for moderate to complex process improvement initiatives, including risk management, change management and timeline management. Develop process maps, standard operating procedures (SOPs), and knowledge documentation. Help evaluate and implement BPM tools and technologies. Manage relationships with stakeholders, ensuring their needs and expectations are met throughout the lifecycle. Support change management efforts by engaging IT teams, ensuring smooth adoption of new processes and technologies. 
• Engage in Learning: Develop and deliver comprehensive training programs on Lean Six Sigma methodologies, tailored to the needs of the IT department. Ensure participants can apply advanced techniques to real-world scenarios. Offer in-depth coaching and mentorship to IT teammates, helping them navigate complex process improvement challenges. Guide them in using data-driven decision-making and advanced problem-solving tools. Lead moderate to large-scale Lean Six Sigma improvement events, such as Rapid Improvement Events (RIE) and Value Stream Mapping (VSM) sessions. Ensure effective collaboration and engagement among participants. 
• Leading the Way: Perform comprehensive research to identify and analyze best practices in IT process improvement. Collaborate with cybersecurity and compliance teams to ensure process enhancements align with security and regulatory requirements. Benchmark against industry standards and competitors. Monitor and analyze industry trends, emerging technologies, and methodologies. Assess their impact on IT processes and recommend adoption strategies. Evaluate and assess advanced process improvement tools and techniques. Conduct pilot tests and provide detailed reports on their effectiveness and suitability for the IT department.

Licensure, Registration, and/or Certification Required:

• Certification from accredited agencies in ITIL, Lean, Continuous Improvement, BPM, TQM, or Six Sigma. Required to obtain a Yellow Belt Lean Six Sigma certification within one year of hire. 
• Certification in project management methodologies such as PMP (Project Management Professional) is desirable. 

Education Required:

• Bachelor’s Degree (or equivalent knowledge) in Information Technology, Computer Science, Business Administration, or a related field. 

Experience Required:

• 2 – 4 years of experience in process improvement, project management or similar role with 3+ years of IT experience. 

Knowledge, Skills & Abilities Required:

• Advanced Analytical Skills: Proficiency in advanced data and statistical analysis techniques to uncover deeper insights and root causes of inefficiencies. 
• Strategic Problem-Solving: Strong problem-solving and critical thinking skills to navigate IT challenges. 
• Continuous Improvement: Ability to identify opportunities for ongoing process optimization and drive continuous improvement initiatives. 
• Communication: Advanced written and verbal communication skills, with proficiency in writing detailed reports and procedures. Capable of consulting with internal and external partners to convey complex findings and recommendations clearly and persuasively. Strong leadership skills to guide and mentor associate analysts and lead improvement initiatives. Proficiency in leading moderate to large-scale process improvement events, such as Rapid Improvement Events (RIE) and Value Stream Analysis (VSA) sessions. 
• Project Management: Proficiency in project management methodologies to plan, execute, and monitor process improvement initiatives. Demonstrated ability to work independently and manage multiple tasks simultaneously, ensuring timely and successful completion of prioritized work efforts. 
• Lean Six Sigma Expertise: In-depth knowledge of Lean Six Sigma principles and advanced tools. 
• IT Systems and Workflows: Comprehensive understanding of IT systems and their integration. 
• Team Collaboration: Ability to manage relationships with stakeholders and ensure their needs are met. 
• Technologies:  MS Word, MS Excel, MS PowerPoint, MS Visio, MS OneNote, SharePoint, ServiceNow, Visual Tools such as Miro or other Process Mapping tools. Proficient in MS Teams and MS Outlook

Physical Requirements and Working Conditions:

• Must have functional vision and ability to use a computer the majority of the day.
• Position requires some travel. May be exposed to road and weather hazards.
• Generally exposed to a normal office environment.
• Operates all equipment necessary to perform the job.

Preferred Job Requirements:

• Bachelor’s Degree (or equivalent knowledge) in Information Technology, Computer Science, Business Administration, or a related field. 
• Preferred advanced certification from accredited agencies in Lean, Continuous Improvement, BPM, TQM, or Six Sigma.  
• Certification in project management methodologies such as PMP (Project Management Professional) is desirable. 
• 2 – 4 years of experience in process improvement, project management or similar role with 3+ years of IT experience. 

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.