CMS Process Architect

  • Location:
    Krakow, Poland
  • Area of Interest
    Professional Services
  • Job Type
  • Technology Interest
    *None, Cloud and Data Center
  • Job Id

The Process Architecture team in Cisco Managed Services (CMS) is seeking a Process Architect to help enable new capabilities by perfecting new delivery architecture models, new process frameworks and pre-sales support for strategic customers. The Process Architecture team will help drive capability management and best practice to ensure functional consistency and operational efficiency across all of CMS.

Role & Responsibilities

·       Represent ITSM/Service Management Capabilities across all supported functions

·       Develop/Drive standardized methods and procedures for Process Management. Ensure that process standards are applicable for CMS. Monitor adherence to established process and where appropriate, facilitate the process.

·       Monitor, manage and provide input to corrective actions to drive improvement and compliance with service level obligations (evidenced by meeting/exceeding service targets and good customer feedback scores). Act as the user advocate across the global team by providing details on how service improvements positively influences colleagues’ workflow and productivity.

·       Build strong productive working relationships with internal/external operational functions to promote the management process. Ensure that service quality measurement is in place and a "service excellence" ethos is promoted.

·       Ensure effective and regular reviews are undertaken into the performance of process and develop continual service improvement plans to address any performance issues.

·       Cooperate with Offer Development / Portfolio Team to assure proper alignment between CMS Offers and Process Architecture.

·       Cooperate with CMS Platform Development Team to take full advantage of the toolset capabilities in process design and execution. Provide input to platform customization in order to increase delivery efficiency.

Skills and Experience Required

·       Proficiency in conceptual architecture of complex, large-scale process & systems design & implementation initiatives

·       Experience in developing continuous improvement programs for service process and IT services with clearly defined outcomes and success criteria.

·       Ability to play a consultative role, understanding and analyzing business requirements and benefits and transition work to appropriate teams

·       ITIL - Experienced in implementing Process Management as a new process requirement or maintaining ITSM in a Managed Services Department.

·       5+ years’ experience as a Process Owner, Process Manager or ITIL Service Owner in a managed services environment

·       Excellent communication, organizational and analytical skills.

·       Operations Experience. Direct Experience in a Managed Services Delivery Team. (Most Common Functions: Incident Management, Problem Management, Change Management, and Service Request Management)

Desired Skills and Experience

·       ITIL Expert

·       Six Sigma Black Belt

·       Master’s Degree

·       CCNA

·       MP

·       Thorough knowledge of Service Now system and deployment experience

About Cisco
The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will influence everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

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