Engineer, Process Ld Location: Remote Duration: 12 Months with possible contract to hire Description: Purpose: Lead process support and serves as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives. Lead the creation of baseline process maps, identifies inefficiencies, and re-designs and re-imagines the process to deliver superior customer experiences. The Service Request Process Owner will be responsible for Service Catalog management by capturing, documenting, and publishing Service Catalog entries in order to provide current information to the client user community, as well as assume overall responsibility for ensuring the Catalog Management process is adhered to. This includes delivering outstanding service experiences while optimizing efficiency and productivity. Essential Functions: 40% Acts as process owner and demonstrates tangible benefits and value of the process. 25% Leads collaboration with cross-functional teams to identify, analyze gaps, and document processes. 20% Lead the adoption, success, and maintenance of processes. 10% Evaluate metrics, identify and implement improvement strategies. 5% Performs validation activities on existing and new processes. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Service Catalog Management Responsibilities: Identify Services that should be included in the Service Catalog Document the Service offering in terms familiar to the audience Ensure all stakeholders sign-off on the Service offering Ensure the publication of new Service Offering Maintain published Service Offerings Assist in communication and promotion of the Service Offering Service Catalog Process Owner Responsibilities: Sponsors the process by ensuring the Catalog Manager has adequate access and training to conform to best practices and meet the needs of the organization Sponsors the communication campaign to promote awareness and acceptance of the Catalog Management process Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Catalog Management process and its associated procedures Monitors and reviews the execution of the Catalog Management process at a high level, ensures it remains consistent with the organization’s current culture and IT Service Management strategy and ensures coordination with all other IT processes Participates in the IT Governance activities In Lieu of Education In lieu of a Bachelor's degree, an additional 4 years of relevant work experience demonstrating the ability to perform the functions at the level required is needed in addition to the required work experience. Preferred Qualifications Advanced degree in business administration, management, or IT- related field. 5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices. Proficiency in monitoring service performance. Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders. Detail-oriented with a high level of accuracy in data analysis and reporting. Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges. Experience in implementing service improvement initiatives and managing service quality standards. Familiarity and certified with service management frameworks such as ITIL v3 or above Proven record of achieving service-related KPIs and customer satisfaction targets. Knowledge, Skills and Abilities (KSAs) Ability to motivate others and foster a culture of continuous improvement and agile execution., Advanced Ability to exercise independent judgment in methods, techniques, and evaluation criteria., Advanced Knowledge of process improvement techniques., Advanced Knowledge of process mapping and documentation techniques., Advanced Ability to work with data and analytics., Advanced The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging. Additional Skills: Service Catalog Design IT Governance Proven record of achieving service-related KPIs