Information Technology Process Manager

Job Title:

Senior IT Operations Process Manager Duration: 6+ Months (Possible Extension) Overview

This role will be responsible for independently managing daily activities that support key control/operational processes and drive quality outcomes, as well as providing first-class support to end-users across the enterprise, while identifying, vetting, and implementing improvements that enhance efficiency, accuracy, and control outcomes without disrupting existing systems.

• Independently manage recurring activities with flawless delivery.
• Drive quality and compliant outcomes for key control and operational processes, with e zero self-inflicted non-compliance issues, and supported by the collection of defensible evidence.
• Leverage process management concepts and tools (e.g. CTQs, SIPOCs, Swimlanes, RACIs, etc.) to drive clarity and understanding about how existing processes occur, and improvement opportunities may exist.
• Drive a well-managed agenda by ensuring job aids and procedures are current, and are completely and accurately maintained.
• Collect and maintain data related to the process, and leverage existing capabilities (e.g. Google Sheets, SQL, etc) to reduce manual effort and/or risks within the process, while creating meaningful transparency into the health of the process.
• Leverage an understanding of the existing process (i.e. how it’s occurring), expectations of key stakeholders (i.e. how it should be occurring and why), and combine that with an understanding of supporting data and existing systems, to recommend improvements backed by data and process analysis for stakeholder acceptance.
• Contribute to audit related activities such as, but not limited to, process walk-throughs, evidence requests, etc.
• Provide first in class level 1 service to peer teams and internal end-users, to compliantly shepherd others through existing processes and influence effective outcomes.
• When needs arise, engage with level 2 and level 3 teams by clearly and accurately conveying existing situations, highlight impediments and where assistance is needed, and if appropriate, provide recommendations that are aligned to the key objectives of the process or intent of the supporting system.

• Process Management — A strong understanding of process management concepts (e.g. CTQs, KPIs, SIPOCs, Swim lanes, RACIs, Process Health Monitoring (e.g. Throughput, Control Charts, etc.).
• Process Execution — An ability to apply process management experience to follow and independently execute structured workflows, and when needs arise, define and design workflows in alignment with key success factors and complement existing processes or capabilities.
• Control Risk & Governance — A strong understanding of the fundamentals of IT risk and governance, and an understanding of how to manage processes to avoid non-compliance, and how to identify and resolve potential non-compliance gaps.
• Cyber/Access Management — An understanding of cyber security and access management concepts. An ability to apply that knowledge to ensure teams, controls and processes comply with documented standards, efficiently and compliantly enable end-user access to existing systems, and reduce risks of inappropriate access.

• Technical aptitude — Able to quickly understand existing systems and capabilities, how they exist and interact with other systems within our technical ecosystem, and how the system/capability supports existing controls or processes.
• An understanding about how systems interact with each other (e.g. File Transfer, APIs, etc.), and the technical infrastructural layers of an application (e.g. Application/UI layer, Server layer, Data layer).
• An understanding of standard tools (e.g. Google Docs, Google Slides) with an ability to clearly and concisely document procedures, produce meaningful reporting, and outline improvement recommendations supported by data and process analysis.

• Technical and Data aptitude — An understanding of standard tools (e.g. Google Sheets, SQL, etc.) with an ability to efficiently analyze and manage data to drive compliant process…