Process Owner I

Process Owner

The Process Owner is responsible for the governance of process performance and process change across service management standards within the University. Process Owners align processes with the mission, vision, tactics, goals, objectives, KPIs (Key Performance Indicators). Process Owners monitor and report process performance against KPIs, equipping leadership with measurement tools and helping to perform audits. Process owners strive to create a holistic environment across all service management processes. Their goal is to continuously increase the maturity of the processes that are most important to the University focusing on customer satisfaction, service visibility, and effort tracking. Process Owners ensure consistency of service management standards across our service management products.

Essential Functions and Responsibilities

1. Discover and document new and existing service management processes designed to meet industry standards (compliance and governance).

2. Assess processes to reduce rework, improve quality, and / or improve efficiency to deliver desired services or outputs.

3. Review designed enhancements to the processes and communicate with stakeholders affected by any changes.

4. Provide training, mentoring, and support for promoting growth and to foster a culture of process excellence.

5. Interfaces with management to ensure adequate resourcing of the process.

6. Gain support from process champions to contribute, implement, and promote process improvements.

7. Establish and maintain effective communication channels with stakeholders at all levels, ensuring transparency and understanding of goals and progress.

8. Communicates, publicizes, and promotes the process.

9. Ensures that the processes are adequately defined and documented.

10. Advise in the formulation of metrics by defining and identifying key measures and performance metric targets.

11. Evaluate existing processes using a data-driven approach for continual improvement.

12. Monitor and analyze process performance metrics for continual improvement and optimization.

13. Determine process adherence and / or adoption by performing maturity assessments and audits.

14. Understand all service management products and how those products fit within the service management needs of customer groups.

15. Help drive the planning, implementation, and ongoing administration of service management processes across the products effecting improvements to enhance system reliability and user satisfaction.

Qualifications, Credentials, and Competencies

Level I

• A bachelor's degree in Information Systems or another field OR a minimum of 2 years management / process management experience are required.
• Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
• Excellent computer and organizational skills.
• Experience with the usage and support of software platforms related to task management such as ServiceNow, Workfront, Jira, Asana, Monday, Salesforce, etc.

Level II

Level III