• IT Process Improvement Analyst III

    Job Locations US-TX-Arlington
    Requisition ID
    Employee Type
    Full Time-Regular
    Information Technology
  • Overview

    The IT Support Process Analyst III will be responsible for leading design, development and improvement of Support ITS processes, assessing process maturity, designing standardized process documentation, and producing meaningful metrics related to services, processes, operations, and delivery. Work closely with various business and technology departments to document current process flows and create future process models. The IT Support Process Analyst III will utilize process improvement frameworks such as ITIL and Six Sigma to enhance the overall ITS model at GM Financial. Additional responsibilities will include preparing issue summaries for production outage scenarios as well as performing quality reviews for department processes to ensure they adhere to audit and compliance guidelines.



    • Assist with the facilitation of team sessions to encourage involvement and understanding of all aspects of process improvement
    • Create process documentation/workflows and knowledge articles on existing and new processes including document definitions and attributes of current processes using visual diagrams, process models, process maps or other tools as appropriate
    • Identify improvement opportunities and manage improvement requests to meet business needs
    • Deliver and deploy process improvement methodologies and build process capability through knowledge sharing and coaching
    • Initiate, scope and manage the delivery of projects for identified process improvements
    • 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
    • Champion continuous improvement activities to ensure improvement in Process maturity levels; champion continuous improvement initiatives
    • Work collaboratively with Support and delivery areas in production outage scenarios to prepare post-mortem issue summaries



    • 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 Green Belt Certification preferred
    • PMP Certification preferred
    • Understanding of database technology and design
    • Advanced Cognos, and SQL skills
    • Advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint and Visio)


    • 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
    • Ability to successfully prioritize and manage multiple tasks simultaneously

    Additional Knowledge and Skills

    • Experience with data process modeling required


    • Bachelor’s Degree or equivalent work experience required
    • Master’s Degree in Information Systems, Technology, or Computer Science preferred


    • 3-5 years IT Service Management experience required
    • 3-5 years leading process improvement projects required
    • 5-7 years IT experience preferred

    Work Conditions

    • High energy and fast paced office environment subject to stressful conditions and required deadlines


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