Senior Consultant, Process Improvement

Role Description

The Senior Consultant, Process Improvement, will translate desired outcomes into successful implemented practices by assisting clients with best practices consideration and the creation of documentation, methodologies and frameworks related to the solution. Perform a variety of assessments to understand client successes and opportunities and create relevant reporting to convey actionable recommendations.

• Manage a group of assigned work requests and business process consulting projects.
• Identify and recommend improvements to business operations, services, and models centered around IT Service Management (ITSM), Project Portfolio Management (PPM) and AI and automation.
• Develop process-focused capabilities to increase organizational agility and responsiveness to change.
• Deliver webinars & workshops on IT Service Management and ITIL-related topics such as Incident Management, Change Management, and Problem Management.
• Deliver webinars & workshops on Project Portfolio Management topics such as Project Management methodologies (e.g., Waterfall, Agile, Kanban), Project Request Evaluation, and Resource Management.
• Deliver webinars & workshops on Conversational AI strategy and business process requirements to streamline and automate processes.
• Perform TeamDynamix Work Management health checks reviewing configuration and usage and providing recommendations.
• Assist clients with defining and documenting the core processes necessary for successful adoption of the TeamDynamix application.
• Provide one-on-one, service management, PPM and AI & Automation related coaching to business leaders within the TeamDynamix client base.
• Act as a solutions architect by guiding and participating in the ongoing development of internal processes.
• Act as a subject matter expert for other members of the TeamDynamix Professional Services team.
• Contribute to sales and marketing activities by contributing to webinars, attending industry conferences/tradeshows and presenting at the annual TeamDynamix Converge.
• Assist in the creation of best practices training content for course and certification development.
• Communicate with co-workers, management, clients, and others in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions.

Qualifications

• 4-year college degree
• Ten or more years of experience working and being a leader on project teams or processes.
• 5 or more years of experience working and being a leader on service management teams or processes.
• Ability to define business requirements and translate into creative solutions.
• Excellent communication and facilitation skills to advise clients.
• Ability to build and sustain client relationships of trust and respect.
• Strong presentation and interpersonal skills.

Requirements

• Master’s degree (preferred)
• Industry certifications such as PMP, ITIL, KCS, AI, or operational/process-based methodologies (e.g., Lean).
• Foundational technical skills to include in-depth understanding of project management and service management software and web-based applications.
• Previous experience with TDX products.
• Experience with documenting and improving business processes.
• Previous exposure or experience to Conversational AI best practices.

Benefits

• Competitive compensation that reflects employees’ skills and contributions.
• Comprehensive health insurance plans.
• Wellness programs that promote physical and mental well-being.
• Traditional and Roth 401(k) savings options with company match.
• Remote-first with flexible working hours.
• Prioritized work-life balance, with 15 observed days off in addition to PTO.
• Family-friendly policies including paid parental leave.
• Paid life insurance, short-term, and long-term disability insurance.
• Regular acknowledgement of achievements with recognition programs.
• Counseling services and resources for personal and professional challenges.
• Transparent communication about company goals, strategy, and performance.
• Regular feedback sessions and performance reviews.
• Anti-bias and anti-harassment training programs.
• Trust and autonomy in decision-making within your role.
• Work environment that encourages you to be your authentic self.
• Flat management structure with approachable leaders who want to hear your feedback.
• Backed by two private equity firms that invest in high-growth private companies across North America.