Information Technology Process Engineer II

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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.
• 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.

  Qualifications

  • 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 toll 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.