TEC Engineer providing 24x7 global remote technical support for DWDM/WDM platforms. Key role in troubleshooting optical network issues, leading product anomaly resolution.
About the role
- IT Transformation Engineer optimizing IT processes for Knights of Columbus, analyzing IT systems and facilitating compliance with evolving digital strategies.
Responsibilities
- Analyze existing IT processes to identify bottlenecks, inefficiencies, and areas for improvement. Identifies opportunities to improve services back to our business partners.
- Design new IT processes or optimize existing ones to streamline operations, reduce costs, and increase productivity. Ensures Service Management processes enable service agility. Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
- Create detailed documentation for IT processes, including flowcharts, procedures, and guidelines within the Knights of Columbus process application.
- Ensure IT processes align with industry standards, regulations, and company policies, especially in areas like data security and privacy.
- Develop and implement Key Performance Indicators (KPIs) to monitor the effectiveness and efficiency of IT processes.
- Continuously review and improve IT processes to adapt to changing business needs and technology advancements. Continuously and proactively streamline and improve the ServiceNow customer experience.
- Collaborate with cross-functional IT teams and business stakeholders to gather requirements, understand pain points, and implement solutions that meet IT and business objectives.
Requirements
- Proven experience in IT process engineering in a technology-related field.
- Strong analytical and problem-solving skills.
- Familiarity with process modeling and documentation tools including Business Process Model and Notation (BPMN).
- Project management experience is a plus.
- Certifications in relevant areas (e.g., ITIL, Lean Six Sigma).
- Analytical thinking.
- Attention to detail.
- Problem-solving.
- Technical proficiency.
- Continuous learning.
- Change management to increase adoption.
- Bachelor's degree in computer information systems or related field AND minimum three years demonstrated experience in IT Service Management or IT process management.
- Master's degree in Computer Information Systems or related field AND minimum of five years demonstrated experience in IT Service Management or IT process management.
- Must be able to remain in a stationary position for a majority of the workday.
- Authorization to work in the United States is required. This position is not eligible for visa sponsorship.
Benefits
- Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.
- Professional Development: Certifications, designation, and tuition reimbursement.
- Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.
- Health and Wellness: Short-term disability and term life insurance fully paid for by the company; Up to 12 weeks of childbirth leave under STD policy.
- One week of fully paid parental leave for all new parents, including adoptive and foster parents.
- A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions.
- Long-term disability insurance; Dental insurance; Vision insurance; Health club membership reimbursement; Employee Assistance Program
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