This job posting isn't available in all website languages


Core Business Services
BLR000RR Requisition #
Apply for Job
Share this Job
Sign Up for Job Alerts

Job Summary:

The Shared Business Platform (SBP) Process Engineer designs and develops processes and workflows to improve SBP operations and capabilities, as well as improve management of platform methodologies. The role follows a standardized approach to delivering processes and workflows which are used by the SBP organization to deliver services to our Client Technology (CT) offering teams. This role will also serve as an ITIL process owner who is responsible for ensuring that the ITIL process generates the desired outcomes in such a way that it serves in the best interest of the organization. If an ITIL process does not fit to its purpose, corrective actions should be triggered in order to get the desired results. The ITIL process owner must ensure that these corrective actions are taken by the individual in the relevant role. The ITIL process owner is one of the key roles to make sure that an ITIL process runs smoothly and efficiently. The incumbent in this role takes accountability and responsibility for the successful operation of the ITIL process.

Essential Functions of the Job:

  • Performs analysis to define the requirements needed to support the delivery of processes and workflows and conducts current state assessments which involves conducting interviews with stakeholders and gathering current data.
  • The process owner must assure the ITIL process achieves its goals. Processes have predefined triggers and based on these inputs and triggers, a process must follow a set of activities so that the planned output can be received in the end. The process owner must ensure that the process meets the requirements and goals for an ITIL process.
  • All documents and materials about the process must be recorded. In order to plan improvements and archive the history of a process, all regarding documents must be prepared and published regularly.
  • The success of an ITIL process is measured by KPI’s. In order to measure whether a process is successful in meeting its goals and objectives, the process owner must define KPI’s for the process. During the operation of the process, these KPI’s must be measured and reviewed to check whether the process operates as planned. Improvement plans are prepared and corrective actions are taken by the process owner in order to improve the process performance over time.
  • Facilitates discussions to validate design content in one-to-one, small group and workshop settings and manages requirements to ensure delivery of a solution which meets the needs of the platform and the overall program.
  • Delivers and documents process and workflow to SBP through the development of content to be used as an enabler to the process or workflow including process maps, templates, guidance, etc.
  • Performs validation of content with content reviewers
  • The process owner also regularly conducts audits and reviews to be sure that personnel are competent in their roles and responsibilities.
  • Effectiveness and efficiency of an ITIL process can always be improved upon. The process owner defines metrics or KPI’s for the process. Once these metrics, goals and objectives of the process are achieved, a new target for meeting an improved level of performance must be determined and plans for improvement should be prepared and implemented. Otherwise, you cannot compete with your competitors in the market, which can cause you to lose business over time.
  • Collaborates with the Transition Management to support capability improvement deployment activities.


Analytical/Decision Making Responsibilities:

  • Escalates issues encountered to the Client Technology Platform Operations Leader
  • Notifies appropriate stakeholders of variances from plan and identifies changes in scope of work
  • Recommends and facilitates quality improvement efforts.
  • Facilitates the collection of process requirements to help drive tool selection

Knowledge and Skills Requirements:


  • Must be familiar and comfortable with organizational change programs, business systems and industry requirements
  • Demonstrate skills and proficiency in process engineering, technical writing and requirements development and management practices
  • Excellent communications skills - strong verbal and written communication skills
  • Attention to detail and strong organizational skills
  • Ability to manage multiple tasks/projects in a fast-paced environment
  • Ability to work effectively with internal and external clients as well as across multiple geographies
  • Good relationship building skills both within team, between teams, and across geographies
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
  • Must be familiar with process modeling tools
  • Proficient consulting skills
  • ITIL Intermediate to Expert
  • Working knowledge on various ITSM processes preferred

Supervision Responsibilities:

  • Receives general direction and minimal direct supervision
  • Supports the orientation of team members
  • Provides guidance and assistance to junior members


Other Requirements:

  • Able to operate in a virtual environment
  • Flexible to conduct business in hours that are flexible with a global team


Job Requirements:


  • University degree or equivalent work experience


  • Approximately 8 - 10 years relevant work experience
  • Experience in a range of industry leading practices and frameworks such as ITIL, BPM
  • Experience working with process measurement and optimization initiatives

Certification Requirements:

  • ITIL Foundation, ITIL Intermediate, Six Sigma, Lean


My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions

Similar Listings

Bangalore, Karnataka, India

📁 Core Business Services

Requisition #: BLR0013X

Bangalore, Karnataka, India

📁 Core Business Services

Requisition #: BLR00074


📁 Core Business Services

Requisition #: GGN000E3