Sr Operations Consultant

Sr Operations Consultant- Remote - ID # 2409 - Lisa Flett

Remote

Altera is committed to the growth and development of our associates.

Does the job description below look like a great fit for your skill set? Feel free to apply! (If the hiring team determines that you're a qualified candidate for the opening, we'll ask you to share the news with your current manager before moving you forward in the process.) If you'd prefer, reach out to the recruiter for this opening to learn more about the requirements and your potential candidacy prior to submitting your application.

 

Role Overview

The ServiceNow Process Owner is responsible for the design, implementation, governance, and continual improvement of Service Catalog Management, Service Request Management and Service Level Management business processes, with a focus on aligning them to ITIL best practices and organizational goals.

They ensure processes are fit for purpose, clearly documented, consistently executed, and continually optimized.

This role requires collaboration with cross-functional stakeholders to drive operational efficiency and enhance customer and employee experiences.

 

Key Responsibilities

 

Process Design, Documentation & Implementation


* Define the process mission, vision, goals, KPIs, and success metrics.


* Design, document, and maintain process flows, standard operating procedures (SOPs), work instructions, and related artifacts aligned with ITIL frameworks.


* Lead process implementation and ensure adherence to organizational standards and compliance requirements.

 

Performance Monitoring & Continuous Improvement


* Analyze process and product performance data to identify trends and areas for improvement.


* Monitor KPIs and evaluate the effectiveness of implemented processes.


* Identify bottlenecks and inefficiencies; propose and implement optimizations.


* Drive innovation, automation, and ongoing process enhancements.

 

Governance & Accountability


* Act as the single point of accountability for the process.


* Ensure proper change management, including documentation, communication, and minimal disruption to service.


* Provide formal process testing and user acceptance testing (UAT) sign-off.


* Ensure consistent execution across the organization.

 

Stakeholder Engagement & Collaboration


* Partner with platform owners, demand managers, development teams, and support functions to prioritize backlog items and resolve cross-functional issues.


* Participate in requirements gathering and decision-making discussions.


* Promote a culture of ownership, accountability, and process excellence.

 

User Experience & Product Ownership


* Define product vision and roadmap.


* Determine necessary features, functionality, and user experience criteria.


* Convey product/process value and position it effectively.


* Review stories for completeness and clear acceptance criteria.

 

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