IT Process Improvement Specialist

Requisition ID
Employee Type
Full Time-Regular
Information Technology


The IT Process Improvement Specialist will be responsible for leading design, development and improvement of ITS processes, assessing process maturity, designing standardized process documentation, and producing meaningful metrics related to services, processes, operations, and delivery. Work closely with various technology departments to document current process flows and create future process models. The IT Process Improvement Specialist will utilize process improvement frameworks such as ITIL and Six Sigma to enhance the overall ITS model at GM Financial.


Job Duties

  • Direct multiple projects, assist in development of staff and play a key role in influencing change within and across technology teams
  • Champion and deploy process improvement methodologies and build process capability through knowledge sharing and coaching
  • Identify improvement opportunities and manage improvement requests to meet business needs
  • Deliver process improvement training to technology teams
  • Initiate, scope and manage the delivery of projects for identified process improvements
  • Proactively identify, scope and prepare business cases for opportunities to improve processes
  • Monitor, develop metrics (scorecards and dashboards) and report process performance against accepted standards and Key Performance Indicators (KPI)
  • Work collaboratively across the organization to resolve complex issues and avoid project risks
  • Ensure project team and key stakeholders are kept informed across relevant project activities
  • Assist with the facilitation of team sessions to encourage involvement and understanding of all aspects of process improvement
  • Provide professional process improvement leadership and support to technology teams by demonstrating subject matter expertise (SME) with regard to ITS process improvement techniques
  • Champion continuous improvement activities to ensure improvement in process maturity levels; champion continuous improvement initiatives

 Reporting Relationship

Reports to: ITSM Manager

Direct Reports: N/A



  • Experience developing and implementing enterprise level ITIL processes
  • ITIL Foundation certification required
  • ITIL Intermediate/Advanced certification preferred (particularly CSI-Continual Service Improvement and RCV-Release, Control, Validation)
  • Six Sigma Certification preferred
  • PMO Certification preferred



  • Strong ability to run successful process improvement projects, including Kaizen events
  • Ability to Develop strong analytics, KPI's and reporting to support management and improvement of ITS processes
  • Collaborative teamwork experience and credibility; a strong ability to influence, persuade and negotiate with others and a demonstrated ability to achieve results 
  • Ability to work independently and make sound decisions while meeting time sensitive deadlines
  • Strong leadership skills, including leading and supporting diverse, high performing project teams
  • Ability to gain consensus among disparate groups
  • Excellent verbal and written communication skills
  • Experience running large meetings
  • Proficiency with Microsoft Office applications including Visio and Microsoft Project
  • Proficiency with project management and process improvement processes


  • 3+ years IT Service Management experience
  • 3+ years leading process improvement projects
  • 5+ years IT experience preferred
  • Bachelor’s degree required; equivalent work experience may substitute
  • Master’s degree in Information Systems, Technology, or Computer Science preferred


Work Condition

Describe the physical environment and working conditions. (For example: working conditions might include the amount of travel or mandatory overtime.)


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.