IT Process Excellence Specialist – ServiceNow

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IPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to craft a better tomorrow by connecting people with water and energy.

We currently have an exciting opportunity as an IT Process Excellence Specialist. This role can be based in Oakville, Ontario or at our Montreal location and reports to the Regional IT Infrastructure Director.

Do not miss the opportunity to join a broad family of people-centric professionals, leaders with vision and rapid problem solvers, entrepreneurs in spirit and status quo-fighters!

Job Summary

Reporting to the Regional IT Infrastructure Director, the IT Process Excellence Specialist will play a crucial role in the development, optimization, and management of various IT processes within our organization. This role involves revising and improving processes, such as Joiner Mover Leaver (JML), Incident Management, Escalation Procedures, and Request Design in ServiceNow. The IT Process Owner will also be responsible for training the technical teams and ensuring compliance with established processes.

Key Responsibilities
• Responsible for analyzing existing IT processes, including JML, Incident Management, Escalation, and Request Design, to identify areas for improvement.
• Collaborate with cross-functional teams to revise and optimize processes to enhance efficiency, effectiveness, and user satisfaction.
• Develop and maintain process documentation, including workflows, procedures, and guidelines.
• Review and enhance the JML process to ensure smooth onboarding, transfers, and offboarding of employees.
• Implement best practices for user provisioning, access control, and data security.
• Monitor and track JML requests to ensure compliance with company policies.
• Evaluate and refine the incident management process to minimize service disruptions.
• Establish incident categorization, prioritization, and resolution procedures.
• Work closely with the Incident Response Team to ensure timely incident resolution.
• Create and maintain comprehensive documentation for all IT processes, workflows, and standard operating procedures (SOPs).
• Collaborate with relevant stakeholders to ensure that processes are well-defined and follow industry best practices.
• Work closely with technical teams to design and implement IT service requests in ServiceNow.
• Continuously improve and customize ServiceNow workflows to align with evolving business requirements.
• Provide training and guidance to technical teams and end-users on the newly optimized processes and procedures.
• Foster a culture of continuous improvement by organizing workshops and knowledge-sharing sessions.
• Establish key performance indicators (KPIs) to measure the effectiveness of IT processes.
• Regularly monitor and report on process performance, identifying areas for further improvement.
• Ensure that IT processes are compliant with relevant regulatory requirements and security standards.
• Implement necessary controls and safeguards to protect sensitive data and maintain data integrity.

Qualifications & Experience
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• ITIL4 Foundation is as must. Advanced ITIL4 Certification is a plus
• Proven experience in IT process management and improvement.
• Strong knowledge of ITIL (Information Technology Infrastructure Library)
• Strong experience with ServiceNow
• Experience with AI and GenAI
• Experience with process automation and workflow automation tools.
• Project management experience.
• Knowledge of compliance and security standards (e.g., ISO 27001, GDPR).
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• Attention to detail and a commitment to process excellence.

TRAVEL: May require occasional travel to other IPEX sites in North America or globally

IPEX is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for IPEX jobs. To request an accommodation, please contact HR at HR@ipexna.com