IT Service Transformation Intern

JOB OBJECTIVE:

The IT Service Transformation Intern helps improve how IT services are designed, delivered, and supported, and how well those services meet business needs. This position uses Promega's AI tools to absorb routine analysis and documentation work so that time concentrates on understanding business problems, improving processes, and supporting adoption of IT changes. Areas of focus include service request and incident handling, process documentation and standardization, intake and prioritization, knowledge management, and service performance measurement.

CORE DUTIES:

• 1. Analyze IT service processes and operational data to identify and implement improvement opportunities.
• 2. Collaborate with cross-functional teams across the IT organization. Facilitate, support, or lead project activities with these groups.
• 3. Document current-state processes and develop standardized, repeatable process documentation for IT service delivery.
• 4. Gather input from business partners to understand service needs and pain points, translate findings into recommendations for IT, and support adoption of changes after they are delivered.
• 5. Use AI tools as the default working method for analysis, documentation, and drafting, and identify where AI can improve IT service delivery.
• 6. Utilize continuous improvement tools, methodologies, and training.
• 7. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.
• 8. Embracing and being open to incorporating Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.
• 9. Understands and complies with ethical, legal and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

• 1. Pursuing a bachelor's degree in Information Systems, Business Analytics, Industrial Engineering, or a related field.
• 2. Strong ability to communicate effectively both verbally and in writing, including with non-technical audiences.
• 3. Experience leading or coordinating a team or project activities.
• 4. Ability to simultaneously manage multiple tasks and projects.
• 5. Comfort with ambiguity and evolving needs.
• 6. Ability to solve complex problems.
• 7. Demonstrated ability to use AI tools effectively and responsibly, including evaluating output for accuracy and knowing when the tool is the wrong choice.

PREFERRED QUALIFICATIONS:

• 1. Proficient using the Microsoft Office Suite, especially Excel. Familiarity with Power BI, Power Automate, or SharePoint is a plus.
• 2. Exposure to process improvement concepts such as lean, six sigma, or ITIL service management.
• 3. Interest in how technology supports business operations.

PHYSICAL DEMANDS:

• 1. Ability to use a computer.
• 2. Ability to remain stationary for several hours at a time.

At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.