Manager

Eli's Restaurant Group; Hamden (CT); On-site; USD 55,000 - 70,000; Full time

Job summary

Eli's Restaurant Group is seeking an IT Transformation Engineer to analyze and optimize IT processes in Hamden, CT, aiming to improve efficiency, quality, and compliance with ITIL and ServiceNow. The role emphasizes process design, documentation, and continuous improvement across IT services.

The position requires a Bachelor's in CIS or related field with 3+ years in ITSM/IT process management; a Master’s is preferred.

Qualifications

• Bachelor’s degree required with 3+ years in ITSM or IT process management.
• Strong analytical and problem-solving abilities.
• Experience with BPMN for process modeling and documentation.

Responsibilities

• Analyze IT processes to identify bottlenecks and improvement opportunities.
• Design and optimize IT/ServiceNow workflows to improve service agility.
• Create detailed process documentation and workflows.
• Ensure compliance with data security and privacy standards.
• Develop KPIs to measure IT process performance.
• Collaborate with cross-functional teams to implement solutions.

Skills

IT process engineering

BPMN modeling

IT Service Management

Communication & collaboration

Education

Bachelor’s degree in CIS or related field

Master’s degree in CIS or related field

Job description

IT Transformation Engineer

The IT Transformation Engineer is responsible for analyzing, designing, supporting implementation, and optimizing IT processes within the organization to enhance efficiency, quality, and compliance based on evolving and advanced digital capabilities of business systems. This role requires a strong understanding of IT systems, IT Service Management, ITIL, and the ServiceNow application.

Salary: $55,000.00–$70,000.00 yearly

Contract: Permanent

Hours: Full-time

Core Responsibilities

• Process Analysis: Analyze existing IT processes to identify bottlenecks, inefficiencies, and areas for improvement. Identifies opportunities to improve services back to our business partners.
• Process Design: Design new IT processes or optimize existing ones to streamline operations, reduce costs, and increase productivity. Ensures Service Management processes enable service agility. Helps design ServiceNow product roadmaps following agreed architectures, design standards, and methodologies.
• Documentation: Create detailed documentation for IT processes, including flowcharts, procedures, and guidelines within the organization process application.
• Compliance: Ensure IT processes align with industry standards, regulations, and company policies, especially in areas like data security and privacy.
• Performance Monitoring: Develop and implement Key Performance Indicators (KPIs) to monitor the effectiveness and efficiency of IT processes.
• Continuous Improvement: Continuously review and improve IT processes to adapt to changing business needs and technology advancements. Continuously and proactively streamline and improve the ServiceNow customer experience.
• Collaboration: Collaborate with cross-functional IT teams and business stakeholders to gather requirements, understand pain points, and implement solutions that meet IT and business objectives.

Skills Qualifications Required:

• Proven experience in IT process engineering in a technology-related field.
• Strong analytical and problem-solving skills.
• Familiarity with process modeling and documentation tools including Business Process Model and Notation (BPMN)
• Excellent communication and collaboration skills

Preferred:

• Project management experience is a plus.
• Certifications in relevant areas (e.g., ITIL, Lean Six Sigma)
• Analytical thinking
• Problem-solving
• Technical proficiency
• Continuous learning
• Change management to increase adoption

Education Required:

• Bachelor's degree in computer information systems or related field AND minimum three years demonstrated experience in IT Service Management or IT process management

Preferred:

• Master's degree in Computer Information Systems or related field AND minimum of five years demonstrated experience in IT Service Management or IT process management