Position Profile
Provides an ongoing review of business processes and makes a variety of recommendations for improving workflow efficiencies and services in support of areas of operational management and delivery of support services to all customers, including but not limited to Call Center Operations, Enterprise Technology Service Desk, mindSHIFT, Software Engineering and Support Center, Managed Services Support Center, and Enterprise Service Desk. Actively monitor department operations and make recommendations to management about enhancing business processes and departmental structure. Works with the management team to identify opportunities to help increase workflow performance and develop new workflows and processes for new and existing services.
Job Responsibilities
- Review department processes and policies to help enhance workflow and develop a stronger, more efficient and productive department
- Work with management to review job responsibilities and update or enhance employee and departmental tasks based on needs
- Collaborate with management and specialist to help find ways to create cost-effective business processes that will support existing customers and attract new customers
- Analyze and report on industry trends and how to maximize those trends by recommending changes to departmental procedures
- Identify issues and defects and areas of opportunity in business models and processes.
- Conduct research, investigate workflows, business procedures, and recommend changes.
- Plan, design, and deploy the integration of new services
- Maintain, document and publish all service offerings and processes
- Identify new technologies to utilize in the delivery of support services
- Performs other duties as assigned
Qualifications
- Bachelor’s degree in business administration or related field preferred
- 3+ years experience in operations monitoring
- 5 + years of flow charting software and process mapping experience such as Microsoft Visio
- Excellent knowledge of Microsoft Word and Excel
- Proven experience in planning and execution
- Experience with Service Now preferred
- Knowledge Center Support (KCS) experience
- Certifications in one or more: PMP, Project+, ITIL, CCMP, Net+, Security+ strongly preferred
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