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About the role
Key responsibilities & impact- Drive the assessment, planning and authorization of changes to the IT production environment
- Minimize disruption of services due to improper change implementation
- Drive the identification of the root cause of Incidents or their prevention
- Ensure services are stable, timely and accurate and Incidents neither occur nor recur, focusing on incident prevention
- Support all the other processes providing accurate data related to the production environment, the elements (configuration items) that make it and their relationship
- Establish effective relationship within IT organizations and Jabil to understand and interpret the process requirements and ensure efficient integration and optimal results for process definition
- Lead in the design and implementation of the process of his/her responsibilities, related tools and/or methodology to ensure cost efficient, timely and effective services that support the corporate business strategy
- Develop process tools and templates to facilitate process consistency and effectiveness
- Drive the efficiency and effectiveness of the process of responsibility and ensure that the process participants consistently follow the process standards, policies, business roles and procedures
- Maintain concise process management documentation and ensure process information repository is complete and accurate
- Oversee the day-to-day administration and operation of the process of his/her responsibilities and associated tools (Global, Regions, Sites level as assigned), facilitates or chairs process-related meetings
- Define process controls and ensure are monitored and in compliance with Jabil audit requirements ad compliance programs (e.g. Sarbanes-Oxley)
- Communicate regularly with upper level management to assess the status of the implemented process and define steps for improvement
- Develop new Key Performance Indicators and other measurements and/or identify data sources for them; prepare and analyze process management reports
- Lead teams on process and tool improvement initiatives across the IT organization involved in service & product delivery; define quarterly process objectives
- Develop process training material, conduct training section and practical and technical consulting and mentoring on process utilization
- Ensure Customer Satisfaction with the utilization and results of the process
- Participate in the exchange of ideas and information within the department
- Organize verbal and written ideas clearly and use an appropriate business style
- Ask questions; encourage input from team members
- Provide regular updates to appropriate managers
- Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems)
- Drive continuous improvement through trend reporting analysis and metrics management
- Assure that procedures and work instructions are efficient and not redundant
- Offer new ideas and suggestions for improvement. Identify and implement new practices and processes that are “best in field”
- Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority
- Confer with reporting manager on complex or unusual situations
- Establish new measurement systems if/where possible
- Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization
- Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality)
- Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific
- Interpret a variety of instructions furnished in written, oral, diagram or schedule form
- Maintain discretion and confidentiality in all areas pertaining to the IT systems
- Understand and embrace the business and IT strategic direction
- Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor
- Comply and follow all procedures within the company security policy
Requirements
What you’ll need- Bachelor’s degree in computer science or related discipline
- Minimum 2 years of overall IT experience
- Customer service skills as well as effective communication skills – both verbal and written
- Ability to follow written and verbal directions
- Excellent interpersonal skills
- Experience in process and/or tool changes
- Experience in process-oriented workflow design
- Ability to coordinate work from multiple resources including remote ones
- Ability to work independently and in a group setting
- Excellent presentation skills
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process managementworkflow designdata analysisKey Performance Indicatorsincident preventionchange managementprocess documentationmetrics managementprocess improvementcost reduction
Soft Skills
customer serviceeffective communicationinterpersonal skillsteam leadershipproblem-solvingpresentation skillsorganizational skillscollaborationmentoringadaptability