Sr. Staff Process Engineer, DTIO ISM Solutions
Core
Guiding ITSM operational activities and driving strategic initiatives to improve and optimize service management practices across the Digital Technology organization.
Role type
Sr. Staff Process Engineer (ITSM Strategy & Operations)
Builds
Enterprise-wide service management processes, operational resilience frameworks, and optimized ITSM workflows.
Domain
IT Service Management (ITSM), Operational Excellence, Digital Technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework expertise, Lean/Agile/DevOps methodologies, managed service provider (MSP) guidance, enterprise process design, KPI/maturity model establishment, ServiceNow platform proficiency, cross-functional team leadership
Preferred skills
Strategic advisory experience, operational resilience planning, automation strategy
Technologies
ServiceNow, workflow automation tools
Responsibilities
Guide managed service provider in delivery of ITSM operational activities; Design, standardize, and mature service management processes; Partner with senior executives to identify transformation opportunities; Collaborate with platform engineering to optimize ServiceNow; Establish operational KPIs and executive reporting frameworks.
Seniority
Sr. Staff, strategic advisor & hands-on process engineering