Process Architect

QUINTICA GROUP FZ LLC

Contribute to the overall success of the organization by designing and optimizing business processes that drive efficiency, effectiveness, and customer satisfaction.

Duties and Responsibilities

• Serve as a subject matter expert on IT Service Management (GRC, FSM, CSM, ITSM, ITAM, ITOM, etc.) processes and guide clients toward ITIL 4 constructs.
• Articulate and drive a services-based Service Management approach versus a (legacy) process-based Service Management approach.
• Design and document Service Management process designs based on business and functional requirements.
• Communicate functional and process designs to both project and client leadership.
• Work with technical specialists who will configure/customize solutions in alignment with the design.
• Validate solution builds and prepare for test phases by creating test scripts that allow stakeholders to validate the design. Act as the single point of contact for process/functional queries raised during the testing phase.
• Provide input to other teams (data, change management teams) in the creation of their deliverables.
• Train stakeholders on new processes and coordinate test efforts to ensure processes are executed per design.
• Assist and support continuous process improvement practices.
• Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy and quality of delivery.
• Solve problems quickly and calmly while contributing to deliverables.
• Organize and execute test cycles, developing test scripts and automated testing processes using ATF.
• Assist the project team that manages and communicates the business process and business requirements, ensuring that the proposed solutions meet customer expectations.
• Document user stories with acute attention to detail, review them with stakeholders, gain acceptance criteria, and manage user stories throughout the development lifecycle with local and remote teams.
• Be a technically savvy architect who can navigate complex environments and form client relationships that allow for engagement as a trusted advisor to solve business problems.
• Possess strong commercial acumen and the ability to create, sell, and deliver large-scale engagements.

Key Measures and Targets

• 100% chargeability (minimum > 80%) through the appraisal year.
• Ensure zero escalations from Project PMs, Clients, etc.
• Certifications: Complete at least:
• 2 CIS Certified Implementation Specialists per year.
• 5 Micro-Certifications per year.
• 1 Sales/Pre-sales accreditation per month.
• Bid-to-win ratio of 80%.
• Attain customer satisfaction ratings of 4.5 out of 5 CSAT scores on all projects by meeting individual project quality success metrics as measured by the project leader.