IT Process Optimization Lead

IT Process Optimization Lead

The IT Process Optimization Lead plays a critical role in ensuring the integrity of and improving operational effectiveness of processes built around ITSM (IT Service Management) controls. This role partners closely with business and technology stakeholders to maintain existing processes and assist in the enforcement or regulatory controls and management performance goals.

Responsibilities

• The IT Process Optimization Lead plays a critical role in maintaining existing operational processes by monitoring performance, improving efficiency, and ensuring compliance with key initiative and performance targets.

Process Analysis & Optimization

• Monitor, evaluate and document existing operational processes to ensure compliance with existing regulatory audits.
• Identify, analyze, and evaluate existing business processes to identify automation and optimization opportunities.
• Conduct end-to-end process mapping, workflow analysis, and gap assessments to improve operational efficiency.
• Collaborate with stakeholders to meet management KPI/KRI goals. Driving the team to achieve sometimes unreasonable goals.

Technology Implementation

• Lead cross functional teams through all phases of automation improvements and new implementations, from discovery and analysis to implementation.
• Spearhead tactical solutions and improvements for monitoring KPIs and achieving compliance.
• Identify opportunities for optimization, enhancement, and expansion of existing processes.
• Knowledge of and interest in leveraging AI.

Governance, Risk & Compliance

• Ensure processes align with policies, governance models, best practices and regulatory requirements.
• Identify and implement opportunities for data standardization and data quality improvement.
• Track risks and implement appropriate controls and mitigation strategies.

Change Management & Enablement

• Drive adoption of automation solutions through effective change management and stakeholder engagement.
• Develop and deliver training, documentation, and ongoing support for end users and business partners.
• Communicate automation benefits, metrics, and success stories to foster a culture of innovation and continuous improvement.

Core Competencies

• Process Analysis: Strong in process mapping and workflow optimization; proficient in Visio.
• Automation & Technical Skills: Experience designing automations and working with Jira, Confluence, and JSM.
• Project Management: Experience and interest in managing and driving projects.
• Stakeholder Engagement: Effective communicator with strong facilitation and change‑management abilities.
• Analytical Skills: Proficient with Excel (formulas, pivot tables, vlookup, etc.); able to define and interpret KPIs.
• Customer Focus: Dedicated to improving user and business outcomes.

Leadership & Soft Skills

• Collaborative: Works effectively with cross‑functional teams and builds strong relationships.
• Clear Communicator: Explains complex ideas in simple, actionable terms.
• Influential: Guides stakeholders and gains alignment without formal authority.
• Adaptive: Thrives in changing priorities and fast‑moving environments.
• Solution‑Oriented: Approaches challenges with a practical, problem‑solving mindset.
• May perform other duties as assigned

Qualifications

• Bachelor's degree with an emphasis in Business Management, Information Systems, Computer Science, Engineering
• 5+ years of professional experience in ITSM, IT Support or IT Process Engineering or Analysis
• Experience in the banking industry is desired.
• Experience with Advanced Excel, and process modeling (Visio or other)
• Passion for technology, visualization and automation.
• Proficiency in Jira and the Atlassian platform.
• Excellent written and verbal communication skills.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $100,000.00/Yr. - USD $150,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.