Senior Process Architect
HP - United States

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1187275

Description

Senior Process Architect

This is an exciting time to join HP U.S. Public Sector! We are experiencing year-over-year growth, outpacing our market. Our teams are engaged in projects at client sites in the Washington DC area and across the U.S. for a wide variety of Federal, State, and Local government clients, and Higher Education accounts. They’re working with, and learning from, the best and brightest minds in the industry, and expanding their knowledge, skills, and abilities through HP training resources and from practical application on our ongoing projects.

HP Enterprise Services’ U.S. Public Sector organization helps clients transform and manage their IT environments to accelerate outcomes. Our goal is to be the provider of choice for IT consulting services in the U.S. Public Sector marketplace. The HP U.S. Public Sector services portfolio includes offerings in the following areas:

  • Enterprise Service Management
  • IT Transformation, Strategy, and Program/Project Management
  • Data Center Transformation and Cloud Computing
  • Systems Integration
  • Applications Services
  • Cyber Security
  • Infrastructure disciplines
Based on overwhelming demand from our clients, HP U.S. Public Sector is seeking to add an experienced Enterprise Process Architect with skills and expertise in Data Center Services, Network Service and Workplace Services. A description of the role, duties, and qualifications for this position follows.

Job Description:
This role will be responsible for providing technical leadership and support to delivery, practice, solution, sales and teams in support of establishing and managing process functionality for ITO offerings for the USPS region. This role with work closely with region and WWITO teams to ensure standard offerings are developed and managed in support of leveraged, hybrid and dedicated delivery models. This role will specifically help to assess, establish and manage all ongoing process requirements for the ITO offerings for the region. Additionally, this role will support delivery and portfolio practice Leaders in establishing standard, highly productive leveraged delivery capabilities. As a result USPS leadership will be able to more effectively sell and start-up delivery of standard offerings to achieve the expected client and financial outcomes.

The primary mission to which this role is a key contributor for is the continued development of an enterprise IT Service Management function utilizing a standard set of tools and best practice processes. The ideal candidate will utilize their business experience to assist USPS delivery with aligning business objectives with areas of improvement across the ITSM organization, demonstrate the value proposition, develop strategic roadmaps, scope the required engagement (SOW), and perform operational perspectives that will lead to program efficiency and effectiveness. Significant implementation and operational experience in IT Service Management based on ITIL and ISO/IEC 20000 with the ability to effectively communicate and demonstrate applied knowledge covering each of the ITIL service management lifecycle phases (Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement) is vital. In addition, a key part of successfully transforming any ITSM organization is the management of organizational change. Exceptional soft skills are essential in this role to successfully guide a program and their employees through this level of change.

This position will coordinate and interact with other key work streams to synchronize efforts that include the People, Process, and Technology perspectives of IT Service Management. Additional duties include establishment and oversight for continually improvement of processes and services and also focus on the Capability Management aspect for IT Service Providers (Internal, External, and Shared Services).

Responsibilities:
Strategy & Planning: (Service Strategy)

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Knowledge and understanding of developing and defining Business Process Management activities.

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IT contact for issues, projects, and strategies for the IT Service Management framework.

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Define a strategy whereby a service provider will deliver services to meet a customer’s business outcome.

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Define a strategy for how to manage services.

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Develop policies and procedures.

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Define Business Requirements with the customer’s perspectives to provide the most economic means.

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Work with Service Providers to develop Service Level Agreements (SLAs) on service provisioning.

Acquisition & Deployment: (Service Design/Service Transition)

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Define Functional and Technical Requirements to complement the Business Requirements and develop an IT solution.

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Coordinate the development of Service Design Packages that illustrate the end-to-end service definition.

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Ensure the completeness and accuracy of IT Assets.

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Prepare budget proposals and operational expenditure statements.

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Ensure appropriate training initiatives for new and existing staff.

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Coordinate all Transition activities that include build, testing, evaluation, and deployment activities.

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Validate Release Packages against requirements (Requirements Traceability Matrix) that meet defined capabilities.

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Provide Quality Control activities to ensure completed packages meet or exceed customer expectations for delivery of services.

Operational Management: (Service Operations)

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Maintain operational control of defined services that meet the agreed upon capability.

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Coordinate and facilitate sessions to ensure the people, process, and product perspectives are maintained and managed.

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Identify, recommend, develop and implement end user training programs.

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Contribute to escalated problem resolution by providing in-person, hands-on support to end users when necessary.

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Monitor incident trends and anticipate potential problems for proactive resolution.

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Ensure appropriate compliance based on both internal and external requirements.

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Maintain compliancy to customer requirements as well as to ITIL and ISO/IEC 20000 standards.

Learning and Improvement (Continual Service Improvement)

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Analytical and detail oriented to review and make recommendations for improvement efforts.

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Coordinate and review Key Performance Indicators and SLA reports to analyze trends and identify proactive measure to improve or enhance service capabilities.

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Conduct review sessions with key stakeholders to review expectations and perceptions compared to business outcomes to ensure service capabilities meet the stated business objectives and provide for value add service definition.

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Identify needs for additional training to resolve potential problems or issues.

Qualifications

Position Requirements:
Formal Education & Certification

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College diploma or university degree in the field of computer science and/or 10 years equivalent work experience.

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Advanced ITIL certified (ITIL Expert or above) with 10 years hands-on work experienced with proven results.

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Certified in other IT Service Management frameworks (ISO/IEC 20000, 27000, 9000, COBIT, and Six Sigma

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PMI experienced a plus.

Knowledge & Experience:
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Proficiency with IT Service Management framework.

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Expertise in the use of IT Service Management tools.

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Must have practical and proficient understand of MS Project.

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Extensive application support experience with both off-the-shelf and custom developed.

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Proven track record of developing and providing SLAs and Service Desk deliverables.

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Demonstrated progressive experience in the management of a technical support team.

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Familiarity with implementation of ITIL key concepts and driving principles for each lifecycle phase of the IT Service Management Framework (Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement).

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Minimum 10 years of senior level consulting and operational experience utilizing Program Management, Organizational Change Management, IT Governance and demonstrable experience in at least 5 of the following IT Service Management disciplines:

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Service Portfolio Management

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Service Modeling/Decomposition

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Service Catalog Management

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Demand Management

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Availability Management

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Capacity Management

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IT Service Continuity Management

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Information Security Management

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Supplier Management

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Design Coordination

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Service Level Management

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Change Management

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Release and Deployment Management

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Service Asset and Configuration Management

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Knowledge Management

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Transition Planning and Support

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Event Management

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Incident Management

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Problem Management

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Service Request Management

Personal Attributes:
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Detailed and meticulous while maintaining the big picture perspective.

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Ability to effectively prioritize and execute tasks in a high-pressure environment.

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Highly self-motivated and directed.

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Able to juggle many activities and projects at one time.

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Strong customer service orientation.

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Proven analytical and problem-solving abilities.

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Good written, oral, and interpersonal communication skills.

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Solid relationship management and performance management skills

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Exceptional interpersonal skills, with a focus on listening and questioning skills.

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Ability to present ideas in business-friendly and user-friendly language.

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Ability to motivate and direct staff members and subordinates.

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Keen attention to detail.

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Team-oriented and skilled in working within a collaborative environment.

Job

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Services

Primary Location

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United States

Schedule

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Full-time

Job Type

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Early Career

Shift

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Day Job

Travel

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No

Job Posting

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Oct 18, 2013

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Hewlett-Packard Company, or HP, is a multinational information technology corporation headquartered in Palo Alto, California, USA. HP got...