Process Improvement Manager

The Process Improvement Manager drives and facilitates process changes across the organization, develops new or improved processes and/or procedures, and facilitates their adoption by organization members and customers. These changes in governance could include technology implementations, workforce/human resources transformations, corporate policies, and process changes. Specific deliverables and responsibilities include:EVALUATES, DEVELOPS AND DEPLOYS TOOLS TO SUPPORT PROCESS, QUALITY, AND CHANGE METHODOLOGIES:
Collaborate with technology and business leaders to develop requirements and evaluate change opportunities and needs.
Oversee process support tool installation, configuration, and maintenance/support.
Develop process support tool deployment plans and procedures.
Collaborate with technology and business leaders to develop process support tool use guidelines, processes, and procedures.LEADS AND FACILITATES PROCESS CHANGES THROUGHOUT THE ORGANIZATION:
Analyze processes, workflows, and service objectives.
Collaborate with technology and business leaders to identify opportunities for process improvement
Assess change management requirements for deploying new or improved technologies, standards, practices, policies, and procedures, and follow through with appropriate application.
Specify process standards, controls, and measures (metrics).
Oversee development of automated processes and tools.
Lead and facilitate the deployment of new and changed processes.MANAGES CROSS-FUNCTIONAL PROCESS IMPROVEMENT PROJECTS AND DEPLOYMENTS:
Develop change requirements, establish project objectives, develop project plans and schedules
Oversee and report on task completion and project progress.
Address project and progress issues and facilitate resolution.DEVELOP AND DEPLOY PROCESS DOCUMENTATION AND COORDINATE THE USE OF PUBLISHED PROCESSES:
Develop a process library and establish processes for its use and maintenance.
Facilitate development and maintenance of process documentation.
Establish processes to update documentation in conjunction with process changes.ESTABLISH A SERVICE CATALOG:
Collaborate with technology leaders to define and document services and service processes.
Establish processes for Service Catalog administration and maintenance.Qualifications
Must have a Bachelor's Degree in business administration, organizational development, engineering, or computer science; advanced degree preferred.Must have at least 3 years of progressive professional experience involving process improvement in an Information Technology Service Support and/or Service Delivery organization involving multiple disciplines (e.g., Network, Operations, Application Development); including at least 2 years as a Manager.Must have extensive experience in process and/or workflow analysis including Process Improvement Assessment and Process Automation.Must have experience with change management practices, process flow analysis, and methodology development and demonstrate ability to efficiently analyze corporate and group culture and create change strategies that are flexible and adaptive.Must demonstrate expertise from experience in all aspects of Project Management involving cross-functional teams and tasks in a technical environment including project planning, scheduling and tracking.Must demonstrate strong understanding of technology business processes and have experience documenting processes in application development projects.Must be familiar with the ITIL Service Management standard and implementation process (ITIL certifications are desirable).Must be proficient using Microsoft Office tools, Visio, and project management software such as Microsoft Project.Must have excellent collaboration skills as well as excellent written and oral communications skills.Must be highly self-motivated and self-directed, with excellent judgment and leadership skills.Requires conceptual understanding of technology disciplines such as programming languages, operating systems, databases, internet and web applications, hardware and network operations and security principles.Must be familiar with process support and workflow tools such as Service Desk applications (HEAT or Tech-Excel), workflow management software (Tracker, Track-IT, IT Governance, TeamTracks, Rational,Tech-Excel, etc.); collaborative tools (Microsoft Live Communication, Collabnet); and version control (CVS, Subversion, ClearCase).KEYWORDS: process analysis, workflow analysis, process automation, process improvement, project management, project schedule, project tracking, software application development, organization changeBenefits
First American offers an empowered work environment that encourages creativity, initiative and professional growth. Our salary and benefits package is competitive including: Health, dental and vision care
401(k) retirement savings plan including a company match tied to profitability
Long-term disability insurance
Short-term disability insurance
Discount stock purchase program
Tuition assistance program
Title and escrow fee reimbursement program
Company credit unionThe First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.
REQUIREMENTS
Please see Job Description