Implementation Process Engineer

Flexential•Atlanta, GA

9d•$95,000 - $110,000

About The Position

The primary responsibility of the Implementation Process Engineer is to ensure that Flexential’s implementation processes are well-positioned to ensure efficient, on-time delivery of customer service changes. This position plays an important role in supporting implementation process changes that initiate from both the delivery teams as improvement initiatives, and from the product organization as new go-to-market activities. On a weekly basis an individual in this role should expect to interact with a variety of teams, including Project Managers, Implementation Specialists, Implementation Engineers, Service Transition Engineers, Service Support Leaders, Implementation Leaders, and Product Managers. This role will report to the Vice President of Customer Implementation within Flexential’s Platform Services organization. The Customer Implementation organization is responsible for the on-time and accurate delivery of fulfillment requests across the entirety of Flexential’s service catalog including Colocation, Interconnection, Cloud, and Managed Services. A successful candidate for this position should thrive in a fast-paced, matrix organization and enjoy working cross-functionally with a variety of different teams to achieve a common goal. They should also be data-driven and passionate about ensuring that Flexential’s resources are used in the most efficient manner possible. Experience building, modifying, and maintaining process documentation is also critically important. Drawing on strong communication, critical thinking and problem-solving skills, this role will create and modify existing processes across Flexential’s diverse solution portfolio. We are seeking an individual with business analysis and process documentation/improvement skills. If you are passionate about these areas, possess excellent interpersonal skills, and thrive in a rapidly changing business environment, this role can provide you with a rewarding career experience.

Requirements

2+ years of business analysis or process documentation experience
Strong work ethic, analytical and problem-solving skills with attention to detail
Ability to prioritize tasks and drive outcomes in a fast-paced environment
Team player that enjoys working with others to achieve business results
Strong communication skills, including the ability to articulate concepts to diverse audiences
Takes accountability for delivering on commitments; owns mistakes and uses them as opportunities for learning and development

Nice To Haves

Bachelor’s degree in a technology related field such as Computer Science or Information Systems
Experience documenting complex, cross-functional business processes
Hands-on experience with one or more process documentation tools (Visio, Lucid, etc)
ServiceNow Service Catalog experience
Strong knowledge of IT standards and best practices
Possesses strong product/technology/industry knowledge

Responsibilities

Ensure thorough documentation of existing implementation processes
Participate in working sessions designed to improving existing processes
Support the product lifecycle to ensure a successful launch of new and modified services
Collaborate internally to ensure alignment service catalog and commercial offering alignment
Interact regularly with IT platform teams and product owners to ensure an on-time and accurate delivery of service catalog changes to support a rapidly changing business
Execute a periodic review of non-standard work to inform prioritization of process and catalog changes in an effort to minimize non-standard work
Facilitate regular review meetings with Project Managers and Implementation Engineers to gather feedback, align on gaps, and set go-forward priorities for improvement activity
Drive testing activities related to upcoming catalog changes, ensuring cross-functional support
Serve as a subject matter expert on Flexential’s implementation service catalog
Work with implementation leaders to ensure service catalog and knowledgebase alignment
Perform other duties as required and assigned