Conduent ITIL Senior Process Engineer in Guatemala City, Guatemala

ITIL Senior Process Engineer


Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at .

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

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Job Summary:

Ensures development of an appropriate Information Technology Service Management (ITSM) model and processes for the Conduent IT organization, based on the ITIL® Service Management framework and the successful application of this model across all aspects of the delivery of Conduent IT services. This includes the strategic, design, transition, and operation services and continuous service improvement – focusing on all 5 phases of ITIL implementation.

Responsibilities: Define, design, transition and continually improve the IT Service Management lifecycle, including: processes, roles, metrics, Key Performance Indicators (KPIs), tools

  • Coach the entire Conduent IT team in the development of processes and procedures, ensuring integration across a best practice framework ITIL® v3 (2011) lifecycle

  • Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer focused support culture, and improving the accountability of delivering effective and efficient services

  • Ensure the capability of services being managed matures as per agreed KPIs or desired customer level

  • Support the design services to meet IT Service Level Agreements (SLAs) underpinned by Operating Level Agreements (OLAs) or vendor/supplier contracts

  • Participate in the development and communication of service wide services (e.g. Services Catalogue)

  • Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support

  • Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs

  • Work with Conduent ITSM Tools Engineers to provide implementation requirements to enable Conduent-approved processes to become operational in our standardized Conduent ITSM Tools

  • Provide ITSM leadership experience and coaching process owners Skills/Competencies:

  • Experience in Service Design, Transition and overall Service Management in all aspects of the ITIL® v3 (2011) Service Management lifecycle

  • Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships

  • Demonstrable experience and capability to participate in complex projects autonomously

  • Commercial experience of the major IT Service Management technology options

  • Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment

  • Exceptional interpersonal skills including the ability to negotiate to fair and reasonable conclusions

  • Ability to work under pressure and be highly pro-active in prioritizing issues

  • Ability to adapt and respond rapidly to changing priorities and demands

  • Logical thinker, completely welcoming new challenges

  • Ability to resolve issues of contention and conflict

  • Capable of demonstrating, leading and teaching basic ITIL® v3 (2011) best practices

  • Demonstrated collaboration, teaming and mentoring skills

  • Uses best practices and knowledge of internal or external business issues to improve products or services

  • Acts as a resource for colleagues with less experience

  • Requires in-depth knowledge and experience

  • Decisions guided by policies, procedures and business plan

  • Solves a range complex problems; takes a new perspective using existing solutions

  • Exercises judgment within defined procedures; practices and policies to obtain solution

  • Failure to achieve results will cause delays in schedules, and the need to increase human resources and funds

  • Works independently; receives minimal guidance

  • Determines and develops approach to solutions

  • Work is evaluated to ensure objectives have been met

  • Frequently interacts inter-organizationally and with outside customer or vendor contacts

  • Interaction requires the ability to gain cooperation of others

  • ServiceNow Experience a plus

  • May perform in a project leadership role

Education/Experience: Bachelor's degree in Business, Computer Science, or related field or equivalent experience

  • 5-10 years Experience facilitating, leading or supporting implementation of ITSM and/or ITIL® v3 (2011) process frameworks

  • Familiarity with program and project management and information technology services delivery methodologies

  • ITIL® v3 (2011) skills commensurate with Expert Certification levels; assessor certification preferred

  • Experience working in an infrastructure technology environment highly desirable

  • Lean, Six Sigma, DevOps, TQM or QFD skills are a plus

  • Must be currently eligible to work in the US for any employer without sponsorship

  • Must consent to and successfully clear all required pre-employment screenings.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at .

Job Product & Systems Design Engineering

Primary Location Guatemala-Guatemala-Guatemala City

Organization ITS

Unposting Date Ongoing

Req ID: 18014384