IT Manager, Business Process Automation

Job Description

We are currently looking for an IT Manager, Business Process Automation to join our growing team. In this role, you will Identify business process re-engineering and automation needs within customer contact center teams and implement automated systems for better tracking and better efficiency in supporting customers.

You will manage a team of software engineers, testers, architects and build automation to eliminate or reduce the fallout scenarios for Backoffice function.

You will be responsible for working with various contact center teams and the product team to identify their automation needs.

In this position, you will sork with different IT groups in identifying the fallout scenarios and fixing the gaps. You will also track project status, report on risks & dependencies and delivery timelines on a weekly basis.

As an IT Manager, Business Process Automation, your duties and responsibilities will include :

• Help clients solve complex process issues by performing analysis, provide recommendations by utilizing a combination of experience, industry knowledge, software tools and technology
• Work with a range of stakeholders both within IT and client organizations
• Take responsibility for the delivery of business process automation tools
• Identifying and escalate risks and blockers
• Manage a team of developers, testers, analysts, and PM’s
• Oversee software development, testing and go to market activities
• Design and review the code for optimal performance, scalability, and stability
• Work closely with senior management, analyze long-term business goals, and recommend ways the organization might achieve these goals with technology
• Guide team in assessing system usage trends and identify potential performance constraints with inter-system designs
• Influence, negotiate, build consensus, and align with peer engineering, product, business teams and vendor partners on solutioning and implementation

Qualifications

WHAT IT TAKES TO CATCH OUR EYE :

• Bachelor's degree in Computer Science or equivalent
• 10+ years of experience in software engineering with at least 5 years of leadership experience
• Experience of designing and delivering business process automation solutions
• An understanding of the major issues faced in the telecom industry and an interest in building innovative solutions and strategies
• An understanding of the current market drivers shaping the business environment : digital, automation, robotics, advanced analytics
• Strong project management disciplines, including production of detailed project plans and working and delivering to strict time constraints
• Capability to drive an independent workstream in the context of a broader team project
• Ability to operate in ambiguous and rapidly changing circumstances.
• Experience building Cloud-native applications, with 3+ years of software development experience in one of the major cloud providers GCP or Azure
• Technical leadership experience in systems design required. Demonstrated knowledge of building, designing highly scalable and stable systems.
• Experience with ServiceNow CSM is a plus
• Excellent verbal, written and interpersonal communication skills with the ability to prioritize the key business programs by collaborating with business partners

BONUS POINTS FOR :

ServiceNow certifications

LI-SS1