Process Optimization Lead: RPA, AI & ServiceNow

Compunnel, Inc.; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A consulting firm in Toronto is seeking a Lead Process Consultant to drive process optimization within service desk operations. You will evaluate workflows, lead improvement initiatives, and implement RPA and AI solutions. Candidates should have over 10 years of experience in process consulting, expertise in process mapping tools, and strong familiarity with automation technologies. This role offers an opportunity to enhance efficiency through KPI tracking and collaboration with stakeholders.

Qualifications

• Minimum 10 years in process consulting or related fields.
• Expertise in process mapping tools like Visio or Lucidchart.
• Strong experience with ServiceNow and ticket management workflows.

Responsibilities

• Evaluate and optimize service desk processes from ticket creation to resolution.
• Lead workshops to gather requirements and develop process improvement strategies.
• Implement automation solutions using RPA and AI technologies.
• Conduct time-motion analysis to identify workflow inefficiencies.
• Track and report key performance indicators to measure success.

Skills

Process optimization

RPA and AI implementation

Analytical skills

Communication skills

Process mapping

Leading workshops

Tools

Visio

Lucidchart

ServiceNow

Job description

A consulting firm in Toronto is seeking a Lead Process Consultant to drive process optimization within service desk operations. You will evaluate workflows, lead improvement initiatives, and implement RPA and AI solutions. Candidates should have over 10 years of experience in process consulting, expertise in process mapping tools, and strong familiarity with automation technologies. This role offers an opportunity to enhance efficiency through KPI tracking and collaboration with stakeholders.