The Lead Process Consultant is responsible for driving process optimization within service desk operations.

This role involves evaluating workflows, leading process improvement initiatives, and implementing automation solutions using RPA and AI.

The consultant will work closely with stakeholders to enhance efficiency and ensure measurable outcomes through KPI tracking.

Key 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.
• Collaborate with stakeholders to refine and document process enhancements.

Required Qualifications

• Minimum 10 years of experience in proce...