Process Mining Specialist

Title: Process Mining Specialist

Location: Charlotte, NC (REMOTE)

Duration: 3 year contract duration

Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

The Process Mining Specialist is responsible for revealing how work actually flows through the organization by analyzing system audit logs rather than relying on documented process designs. This role provides the empirical foundation required to redesign broken processes and eliminate hidden inefficiencies. By exposing bottlenecks, rework loops, and shadow processes, the Process Mining Specialist ensures that transformation decisions are driven by evidence, not assumptions.

The Process Mining Specialist operates at the analytical core of the Service-Aware operating model. This role ensures that process redesign and automation efforts are grounded in reality and aligned to measurable service outcomes. Process Mining insights enable leadership to move confidently toward Greenfield designs, avoiding the replication of flawed legacy behavior.

• Configure and execute Process Mining projects across ITSM and ITOM tables
• Build and maintain Models, Definitions, and Breakdowns to visualize true process flow
• Ensure mining accurately reflects service-centric workflows

• Identify bottlenecks, rework, and "ping-pong" behavior using audit logs
• Leverage AI-driven work note and root cause analysis where applicable
• Surface hidden drivers of latency and inefficiency

• Implement conformance checks to compare executed processes to Policy as Code designs
• Identify regulatory, operational, or governance deviations
• Provide evidence-based recommendations for control redesign

• Integrate Process Mining insights with Performance Analytics dashboards
• Support a holistic view of service health and operational efficiency
• Package findings for consumption by Architects and Process Improvement Leads

• Partner with Solution Architects and Process Improvement Leads to inform Greenfield process builds
• Ensure redesigned processes eliminate, rather than automate, broken behavior

• Extensive experience configuring Service Now Process Mining (formerly Process Optimization)
• Strong understanding of ITSM and ITOM process flows
• Proven ability to translate mining insights into actionable recommendations
• Analytical mindset with strong storytelling skills for executive audiences

• Experience supporting Service-Aware or service-centric transformations
• Familiarity with Performance Analytics and advanced reporting
• Background in large-scale or regulated enterprise environments
• Service Now certifications related to analytics or process optimization

• Clear identification of bottlenecks and rework driving process latency
• Direct contribution to Greenfield process designs
• Improved service performance through data-driven redesign
• Sustained use of Process Mining as a continuous improvement capability

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities.

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