Job Description
Date Posted:
2024-10-02
Country:
India
Location:
1st Flr, Wing B, North Gate Phase-II, Modern Asset, Sy.No.2/2, Venkatala Village, Yelahanka Hobli, Bangalore – 560064, Karnataka
Position Role Type:
Unspecified
We are looking for a Sr. Process Improvement Analyst to join our Identity Access Management (IAM) team, acting as a key facilitator, working closely with internal and external stakeholders, program, project leads, architects, and developers. The Senior Process Improvement Analyst will lead initiatives aimed at enhancing operational efficiency and effectiveness across the organization. This role involves analyzing existing processes, identifying areas for improvement, and implementing strategies that drive productivity and quality. The ideal candidate will collaborate with cross-functional teams to then design and execute process improvement efforts, utilizing methodologies such as ITIL, Core and Agile. In addition to leading and facilitating efforts, while providing relevant artifacts and training on improvements on IDM Systems, and Service Excellence efforts leveraging the ServiceNow ITIL methodologies and Core practices to improve customer satisfaction. This includes identification and documentation of workflows, access controls, identifying risks, automation, and integration capabilities. Identify and recommend process improvement to increase customer satisfaction. The successful candidate will also have an opportunity to further advance and broaden their skill sets/Identity and Access & Digital acumen by being a part of a diversified IAM team and working with highly skilled professionals.
Responsibilities:
- Establish strong, lasting relationships with key Business Unit Liaison, Team Leads as well as Stakeholders to ensure they are receiving support as required
- Engage with teams across Business and Digital to understand needs to integrate appropriate access controls into technologies and solutions
- Identify and analyze risks associated with existing processes, recommending actionable solutions to mitigate those risks and enhance service reliability.
- Utilize ServiceNow ITIL methodologies and Core practices to enhance customer satisfaction through effective process management and continuous improvement.
- Develop and implement process improvement strategies, ensuring alignment with organizational goals.
- Facilitate workshops and training sessions to promote a culture of continuous improvement.
- Collaborate with stakeholders to gather requirements and assess the impact of proposed changes.
- Facilitate training sessions and provide relevant artifacts to support the adoption of process improvements within IDM Systems and Service Excellence initiatives.
- Prepare reports and presentations to communicate findings and recommendations to senior management.
- Responsible for notifying management of any concerns raised by requestor and/or anticipating escalation
- Participate in projects and initiatives in support of IAM directives
- Responsible for documenting current and future state process/technical difficulties being experienced and timely reporting them to management
- Identifying and analyzing legacy workflows & systems and assist with migration work and/or decommission if and where necessary
- Participate as an SME in Project Work as and when required
- Monitor and evaluate the effectiveness of implemented changes, using data-driven metrics to assess impact on operational performance and customer satisfaction.
- Stay updated on industry best practices and emerging trends in process improvement methodologies.
Years of Experience:
- Minimum of 8 years of Digital / Information Technology or related experience
- Minimum of 5 years of Identity and Access Management/Security
- Administration experience
- Minimum of 3 years’ experience working on the ServiceNow application
- 1 year Identity and Access experience
Education:
- Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s)
- ITIL Certification a plus
- Core Certification a plus
- Process Improvement or Business Architecture Certification a Plus
Preferred Qualification:
- Thorough understanding of Identity Access Management fundamental concepts
- Solid understanding of access controls and Policy based provisioning
- Working knowledge of, SailPoint IIQ or equivalent, *NIX, Active Directory, Microsoft Exchange , Ping Federate or similar a plus
- Prior experience working within Information Technology Service Management (ITSM) tools such as and ServiceNow
- Strong technical, conceptualization, analytic, and communication skills including the ability to facilitate interactive sessions with business/functional personnel and stakeholders
- Motivated, self-directed, and able to prioritize work effectively
- Working knowledge of SharePoint and 0365 suite of tools
- Must have proven analytical and problem solving skills
- Strong active listening and communication skills
- Strong note taking and organizational skills
- Ability to handle multiple competing priorities
- Experience with working with remote teams, onshore/offshore model
- Expert knowledge in business process optimization
Location:
RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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