Job Title

[ALSO OPEN FOR MALAYSIA APPLICANTS]Lemongrass is a software-enabled services provider, synonymous with SAP on Cloud, focused on delivering superior, highly automated Managed Services to Enterprise customers. Our customers span multiple verticals and geographies across the Americas, EMEA and APAC. We partner with AWS, SAP, Microsoft and other global technology leaders.Overview: Lemongrass Consulting is seeking a meticulous and proactive Process Excellence Specialist to join our dynamic team. As a key member of the Process Excellence team, you will be responsible for the generation, maintenance, development, and governance of all operational processes. This includes, but is not limited to, Incident, Service Request, Problem, Change, and Configuration Management Database (CMDB) processes.You also will be responsible for aligning and consolidating ITIL standards, DevOps best practices, and the extensive use of Generative AI.You will engage with business representatives across the operational space of the organisation to ensure processes are efficient, effective, and aligned with business goals.Key Responsibilities:Process Generation and Maintenance:Develop and document new operational processes in alignment with organisational needs.Maintain existing processes, ensuring they are up-to-date and compliant with industry standards.Regularly review and update process documentation to reflect changes in business requirements or operational practices.Find creative ways to use and embed Generative AI in process creation, upkeep and in the process itself.Process Development:Identify opportunities for process improvements and optimisation.Collaborate with cross-functional teams to design and implement process enhancements.Ensure that all process developments are thoroughly tested and validated before deployment.Process Governance:Establish and enforce governance frameworks for operational processes.Monitor process compliance and performance metrics to ensure adherence to established standards.Conduct regular audits and reviews to identify areas for improvement and ensure continuous process improvement.Engagement with Business Representatives:Act as a liaison between the Process Excellence team and business representatives.Facilitate workshops and meetings to gather requirements, provide updates, and address concerns related to operational processes.Foster strong relationships with stakeholders to ensure alignment and collaboration on process initiatives.Incident, Service Request, Problem, Change, and CMDB Management:Oversee the lifecycle of incidents, service requests, problems, changes, and CMDB entries.Ensure that these processes are integrated, efficient, and support the overall operational objectives of the organisation.Provide guidance and support to operational teams in the execution of these processes. Qualifications:Minimum of 3 years of experience in process management or a similar role.Strong understanding of ITIL principles and best practices.Proven experience in developing and governing operational processes.Excellent communication and interpersonal skills.ServiceNow experience is a strong plus.Jira and Confluence experience is a plus.Using any Generative AI at a work setting is a plus.Ability to work collaboratively in a team environment.Strong analytical and problem-solving skills.Proficiency in process management tools and software.Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law.Preferred Qualifications:ITIL Foundation certification.Experience with ServiceNow or similar IT Service Management (ITSM) tools.Knowledge of Lean Six Sigma methodologies.Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.