Key Responsibilities:
Conduct comprehensive analysis of existing (“As-Is”) business processes across multiple departments.
Document workflows using ARIS or Microsoft Visio, ensuring clarity, accuracy, and traceability.
Map organizational processes to TM Forum’s eTOM framework and identify compliance gaps.
Define and enhance ITIL-aligned service management processes (e.g., Incident, Problem, Change, Service Request).
Develop optimized future-state (“To-Be”) processes based on industry standards and business objectives.
Identify inefficiencies, bottlenecks, and improvement opportunities using Lean, Six Sigma, or similar methodologies.
Facilitate workshops, interviews, and discussions with business owners, subject matter experts, and leadership teams.
Perform gap analysis between As-Is and To-Be processes and develop actionable transformation roadmaps.
Maintain process repositories, standards, and governance models.
Support adoption of new processes through training, communication, and transition planning.