Business Process Engineer

PeopleTec is seeking a Business Process Engineer to support our Huntsville, AL location. This role will help define, establish, document, and improve enterprise IT and cybersecurity processes in support of a ServiceNow implementation. The organization is building many of its formal processes for the first time, often without existing documentation, clear ownership, or standardization.

About the Role

The Business Process Engineer will work directly with organizational leaders, operational personnel, technical subject matter experts, and process stakeholders to understand current workflows, design improved processes, document approved procedures, and translate them into requirements for ServiceNow implementation.

Responsibilities

• Identify process owners, stakeholders, and subject matter experts
• Conduct interviews, workshops, and process discovery sessions
• Understand current practices, business rules, handoffs, approvals, exceptions, and pain points
• Design and improve processes where formal processes do not currently exist
• Apply ITIL 4 principles and industry best practices
• Define roles, responsibilities, ownership, governance, and process measures
• Develop process maps, process guides, SOPs, and RACI matrices
• Translate approved processes into user stories, acceptance criteria, workflow requirements, and functional requirements
• Collaborate with Product Owners, developers, architects, and testers during ServiceNow implementation
• Validate that implemented workflows align with the approved business process

Process Areas

• IT Service Management (Incident, Problem, Change, Request, Knowledge, and Service Level Management)
• IT Operations Management (Event Management, Discovery, Service Mapping, CMDB, and operational monitoring)
• IT Asset Management (hardware, software, inventory, assignment, lifecycle, and disposal)
• Security Operations (security incidents, vulnerability response, and remediation workflows)
• Integrated Risk Management (risk, controls, compliance, audit findings, issues, and exceptions)

Requirements

• 5+ years of experience in business process engineering, process analysis, IT service management, business analysis, process improvement, or a related field
• Experience defining or improving processes where documentation, ownership, or standardization was limited or did not exist
• Strong stakeholder engagement, interview, workshop facilitation, and requirements gathering skills
• Experience developing process maps, workflows, procedures, or process documentation
• Experience identifying process gaps and recommending improvements
• Experience translating business processes into user stories, acceptance criteria, and development requirements
• Strong analytical, communication, and professional writing skills
• Ability to work independently in an environment with significant ambiguity
• 20% travel required
• Must be a U.S. Citizen
• Active DoD Secret clearance required (or ability to obtain and maintain)

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field (additional experience may substitute)

Desired Skills

• ITIL 4 Foundation certification or strong working knowledge of ITIL 4
• Experience with ITSM, ITOM, ITAM, Security Operations, or Integrated Risk Management
• Experience with ServiceNow or another enterprise workflow platform
• Experience with Visio, Lucidchart, Miro, draw.io, or similar process mapping tools
• Experience working with Agile development teams
• ServiceNow certifications (beneficial but not required)

About PeopleTec

PeopleTec is an employee-owned small business founded in Huntsville, AL, providing exceptional customer support through a highly skilled workforce. The company prioritizes its employees and customers, fostering an award-winning culture with opportunities for continuing education, robust training programs, and a "People First" benefits package.