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Process Engineer - Software Operations Support - TI1106

Toronto - Remote, ON · Information Technology
Job Summary:
We are seeking a detail-oriented and analytical Process Engineer to join our team. The successful candidate will be responsible for understanding, documenting, and optimizing our software operation support processes. This role involves collaborating with various teams to ensure the support process is continuously evolving and improving, enhancing efficiency, and ensuring high-quality support delivery.
Key Responsibilities:
1. Process Understanding and Documentation:
  •  Thoroughly understand the current operation support processes.
  •  Document the existing support workflows, procedures, and protocols.
  •  Identify key metrics and KPIs to measure the effectiveness of the support processes.
2. Collaboration and Evolution:
  •  Work closely with cross-functional teams, including support, development, and product management, to identify areas for improvement.
  •  Facilitate regular meetings and workshops to gather feedback and discuss process improvements.
  •  Develop and maintain strong working relationships with stakeholders to ensure alignment and support for process changes.
3. Process Optimization:
  •  Analyze current processes to identify inefficiencies, bottlenecks, and areas for enhancement.
  •  Implement best practices and industry standards to optimize the support processes.
  •  Use data-driven approaches to propose and implement changes aimed at improving efficiency, reducing costs, and enhancing customer satisfaction.
  •  Continuously monitor and assess the impact of implemented changes, ensuring they meet desired objectives.
  • - Bachelor’s degree in Systems Engineering, Computer Science, or a related field.
  • - Proven experience in process engineering, preferably within a software support or IT environment.
  • - Strong analytical skills with the ability to analyze data and make data-driven decisions.
  • - Excellent documentation skills and attention to detail.
  • - Proficiency in process mapping and analysis tools.
  • - Ability to work collaboratively with cross-functional teams.
  • - Strong communication and interpersonal skills.
  • - Familiarity with ITIL or similar frameworks is a plus.
  • - Knowledge of software development and support processes is advantageous.
Desired Attributes:
  • - Innovative thinker with a proactive approach to problem-solving.
  • - Ability to manage multiple projects and priorities effectively.
  • - Continuous improvement mindset.
  • - Strong organizational skills and ability to work independently.

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