IT Transformation Engineer

Job title: IT Transformation Engineer

Location: New Haven, CT / Hybrid

Employment: Direct hire / Full-time

The IT Transformation Engineer is responsible for analyzing, designing, supporting implementation, and optimizing IT processes within the organization to enhance efficiency, quality, and compliance based on evolving and advanced digital capabilities of business systems. This role requires a strong understanding of IT systems, IT Service Management, ITIL, and the Service Now application.

• Process Analysis: Analyze existing IT processes to identify bottlenecks, inefficiencies, and areas for improvement. Identify opportunities to improve services for our business partners.
• Process Design: Design new IT processes or optimize existing ones to streamline operations, reduce costs, and increase productivity. Ensure Service Management processes enable service agility. Help design Service Now product roadmaps following agreed architectures, design standards, and methodologies.
• Documentation: Create detailed documentation for IT processes, including flowcharts, procedures, and guidelines within the organization process application.
• Compliance: Ensure IT processes align with industry standards, regulations, and company policies, especially in areas like data security and privacy.
• Performance Monitoring: Develop and implement Key Performance Indicators (KPIs) to monitor the effectiveness and efficiency of IT processes.
• Continuous Improvement: Continuously review and improve IT processes to adapt to changing business needs and technology advancements. Continuously and proactively streamline and improve the Service Now customer experience.
• Collaboration: Collaborate with cross-functional IT teams and business stakeholders to gather requirements, understand pain points, and implement solutions that meet IT and business objectives.

Required:

• 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).
• Excellent communication and collaboration skills.

Preferred:

• Project management experience is a plus.
• Certifications in relevant areas (ITIL, Lean Six Sigma).
• Analytical thinking.
• Attention to detail.
• Problem-solving.
• Technical proficiency.
• Continuous learning.
• Change management to increase adoption.

Required: Bachelor's degree in computer information systems or related field AND minimum three years demonstrated experience in IT Service Management or IT process management.

Preferred: 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.