IT Process Engineer

At SD Worx, we are looking for energetic people to join our team. With us, you get the chance to showcase your talents and grow like never before! Ready, set, apply!

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So, companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent. Are you ready to join us?

What do we have to offer?

• An attractive salary based on your experience and achievement. Including allowances for transport, internet and mobile (more information available during interview) with an addition of medical insurance fully paid by SD Worx for you and 2 dependents (upgrades available). And a yearly company bonus.
• We also offer career break options.
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field our you want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
• And all leaves are granted as from day 1!

Introduction

Business Technologies is a growing Tribe of 100+ IT professionals – we are the one stop shop for all the technology needs within SD Worx International. We support 4000+ employees operating in countries all over Europe and in Mauritius by providing an environment that enables SD Worx’s ambition – be the leading European HR & Payroll solution provider with a global reach for every organization and worker.

SD Worx brings people solutions to life so companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

Job Summary

The IT Service Management discipline has grown significantly over the last decades, and while it is simply not possible to address the growing and sometimes overwhelming set of best practices and standards that have emerged during that time, within Business Technologies, we have created the IT Service Management Office (ITSMO) to focus on twelve world-class elements of Practical IT Service Management:

1. Incidents 2. Service Requests 3. Problem Management

4. Service Catalog 5. Knowledge Management 6. Service Level Management 7. Asset and Configuration Management 8. Change Management 9. Release Management 10. Availability Management 11. Financial Management 12. Service Portfolios

Any service can be managed in a world-class way with the right combination of these 12 elements put into action – but every organization is also different and as such there is no single model that guarantees operational success. The foundation for success however consistently lies in the implementation of IT business processes that create the opportunity to be world-class.

At its core, a business process is as a set of activities and tasks that, once completed, accomplishes an organizational goal. This exciting and challenging opportunity will deep dive into the engineering (and re-engineering) of well-modelled IT business processes, in line with the 12 elements of our IT service management strategy, to bring an elevated state of quality and excellence to service delivery, no matter who executes them.

Key Accountabilities

Process Engineering:

· Define, implement, and maintain IT business processes to meet business objectives.

· Identify opportunities for business process re-engineering to optimize service delivery.

· Taking care of communication regarding the IT processed to internal and external customers and ensuring business relations

· Ensure process governance mechanisms are created to minimize deviations from expected behaviors.

· Create and maintain process documents and workflows, in collaboration with the business.

· Work with new partners (acquisition track) to ensure a seamless acceptance of and adherence to established business processes.

· Periodically evaluate existing IT business processes to ensure validity and relevance to the overall strategy of Business Technologies.

· Validate and track if newly established IT business processes efficiently address operational gaps

Data Analytics:

· Extract or generate quantitative information from single or multiple Business Intelligence tools (CRMs, Tableau, Power BI, Excel etc.)

· Consolidate and standardize data structures to replicate data warehousing capabilities.

· Analyse quantitative information and formulate hypothesis on data trends.

· Identify process gaps leading to ‘bad’ data.

· Generate and present findings to the IT-SMO squad.

· Coordinate action plans with Product Owners, Product Managers and/or Flow Masters to implement corrective measures for deviations in data trends.

Process and Internal Audits:

· Work with Group Internal Audit (GIA) to document relevant process improvement tracks.

· Identify and report non-conformity to audit expectations within the IT-SMO squad for prompt actions.

Continuous Improvement and Innovation

· Implement feedback mechanisms to collect data on IT business processes.

· Capture lessons learnt during IT business process rollout and standardization tracks and create appropriate remedial plans.

Expectations, Experiences & Knowledge

· Ability to quickly grasp foundational knowledge of ITIL or COBIT.

· Willingness to pursue a certification track for ITIL.

· Strong communication skills

· Able to observe and interpret dependencies between processes

· Confident and skilled at identifying and navigating through road-blocks

· Useful if with a project management and/or technical background

· Ability to delegate and not be afraid to ask for help

Educational / Skill / Experience Requirements

· 2+ years working in the IT industry

· Analytical and problem-solving mindset

· Service-driven mindset

· Strong communication skills

· Collaborative mindset and willingness to learn and grow

· Stress resistant

· Ability to translate technical terms into easy to grasp, layman concepts.

· Proficient in English (written and spoken). Other languages such as Dutch, French and/or German is a plus.

From many places, we work as one, moving from better to best together.

SD Worx lives diversity in the workplace. Diversity provides inspiration and innovation in our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation and stage of life.