Title:  Process Specialist and LEAN Expert

Resume Due Date: Wednesday, June 11, 2025 (5:00PM EST)          Number of Vacancies: 1
Level:  MP4
Duration: 12 Months
Hours of work:     35
Location: 889 Brock Road and CHQ (100% Remote)

Job Overview

We are seeking an experienced Process Specialist & LEAN Expert to join our team and drive operational excellence across the organization. In this role, you will be responsible for documenting, analyzing, and optimizing business processes, as well as leading LEAN initiatives to increase efficiency, reduce waste, and improve overall performance. Your expertise will help shape streamlined workflows, create clear process documentation, and foster a culture of continuous improvement.

Duties:

• Engage with various service delivery teams in Corporate Services to redesign their service delivery and support them in building their program governance which includes Process Maps, Standard Operating Procedures, SLAs, KPls and Knowledge Articles. Leverage ServiceNow platform to deliver the service where applicable by working closely with IT and moving the services to the platform.
• Evaluate existing service delivery: conduct a comprehensive assessment of current service delivery process, including customer touchpoints, operational workflows, and internal systems. Document them into process maps and SOPs.
• Identify improvement opportunities: Collaborate with cross functional teams and stakeholders to identify areas of improvements within the service delivery and process. Analyze customer feedback and industry best practices to develop data-driven recommendations.
• Write clear, concise, and user-friendly SOPs for various business functions within Shared Services.
• Measure and Track Performance: Define and track key performance indicators (KPls) to measure the success of service transformation initiatives. Continuously monitor and report progress to stakeholders, identifying areas for further improvement. Facilitating Requirements Gathering Sessions: As a Service Transformation Specialist, you will possess the ability to facilitate sessions to extract requirements and understand business processes efficiently. This entails Active Listening and Questioning, Utilizing Effective Facilitation Techniques and Planning and Conducting Requirements Gathering Sessions.
• Facilitating Communication between Technical and Business Teams: As a Service Transformation Specialist, you will act as a bridge between technical and business teams, facilitating effective communication and collaboration.

Qualifications

• Bachelor's degree in business, management, operations, or a related field.
• Relevant certifications in Lean Six Sigma, Business, Process Mapping (BPM), project management, or service improvement methodologies are a plus.

Experience:

• Proven experience in service delivery transformation, process improvement, or business operations. Ideally, over 5+ years of work experience in this area.

Data Analysis Skills:

• Strong analytical skills and the ability to gather, interpret, and analyze data to identify process inefficiencies and opportunities for improvement.

Problem-Solving Abilities:

• Demonstrated ability to identify root causes of process issues and develop creative and practical solutions. Strong critical thinking and problem-solving skills to analyze complex situations and develop effective strategies.

Strong Communication Skills:

• Excellent written and verbal communication skills to interact with stakeholders at all levels of the organization. The ability to clearly communicate complex process concepts and facilitate collaborative discussions.