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Core Business Services
BLR000RR Requisition #
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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


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