Senior Process Engineer

We are seeking a skilled and detail-oriented Process Engineer to join our IT Service Management (ITSM) team. The Process Engineer will be responsible for analyzing, designing, and optimizing processes within the IT service management framework to ensure effective and efficient service delivery. The ideal candidate will possess a strong understanding of ITIL (Information Technology Infrastructure Library) best practices and be adept at improving workflows, identifying bottlenecks, and driving continuous improvement initiatives.

As a key member of our ITSM team, you will collaborate with cross-functional teams to implement process improvements, ensure compliance with established procedures, and contribute to the overall success of IT service operations.

• Analyze current ITSM processes (incident, problem, change, request, and service-level management) and develop optimized processes that drive efficiency and effectiveness.
• Identify opportunities for improvement by conducting process assessments and recommending changes to streamline workflows and enhance service quality.
• Create and maintain clear documentation for ITSM processes, workflows, and procedures. Produce regular reports on process performance, highlighting areas for improvement.
• Work closely with ITSM team members, IT operations, and other stakeholders to ensure alignment and integration of processes across the organization.
• Identify areas where automation can be implemented to reduce manual work and improve service delivery speed, and collaborate with IT teams to deploy automation tools.
• Assist with the development and management of change management processes to ensure that all changes to IT services are implemented with minimal risk and impact.
• Support the ITSM team in training and educating staff on new processes, best practices, and tools. Ensure that all team members adhere to established processes and policies.
• Ensure that ITSM processes comply with industry standards and regulatory requirements, and assist in audits and assessments as needed.

*Position is contingent upon Spring 2025 contract award*

• TS/SCI with Polygraph level clearance is required.
• BA/BS and 12+ years of experience; Masters and 10+ years of experience; an additional four years of experience may be considered in lieu of degree.
• Strong knowledge of ITIL principles, practices, and frameworks.
• Experience in process mapping, documentation, and process optimization.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, etc.) is a plus.
• Excellent analytical and problem-solving skills.
• Strong communication skills with the ability to interact effectively with technical and non-technical teams.
• Experience in process automation and workflow tools.
• Project management experience is a plus.

Certifications:

• ITIL Foundation certification (preferred).
• Other relevant certifications in process engineering or ITSM are a plus.