Process Improvement Lead

Title: Process Improvement Lead

Location: Charlotte, NC

Duration: 3 Years

Compensation: $65-75 per hour

Work Requirements: US Citizen, GC Holders or Authorized to work in US

The Process Improvement Lead is responsible for translating technical insights and operational data into redesigned service management processes that drive measurable business outcomes. This role ensures that Service-Aware transformation is reflected not only in platform configuration, but in how people work. Acting as the bridge between data, technology, and human behavior, the Process Improvement Lead ensures that redesigned processes are practical, adopted, and governed through enforceable controls rather than documentation alone.

The Process Improvement Lead operates at the intersection of data-driven insight and organizational change. This role ensures that Process Mining findings are converted into redesigned workflows, governance rules, and accountability models that improve speed, quality, and reliability. By leveraging the Continual Improvement Management (CIM) module, this role ties process change directly to value realization, ensuring transformation efforts deliver sustained ROI rather than one-time improvements.

• Lead service management process design workshops across ITSM and ITOM
• Redesign workflows to align with Service-Aware principles and CSDM requirements
• Ensure process changes address root causes identified through Process Mining

• Drive adoption and usage of the CIM application
• Log, track, and measure the value of process optimization initiatives
• Maintain transparency into ROI, adoption, and performance improvement

• Define end-state process governance, decision points, and control gates
• Partner with Architects and Developers to codify governance into Policy as Code
• Prevent reintroduction of process and technical debt

• Facilitate alignment between technical delivery teams and business service owners
• Ensure redesigned processes solve real operational pain points
• Drive adoption through clarity, accountability, and measurable outcomes

• Enforce ITIL 4 and Service Now baseline process standards
• Prevent uncontrolled process customization that undermines the operating model

• Extensive experience leading ITSM or ITOM process transformation initiatives
• Strong background in Process Mining and data-driven process analysis
• Hands‑on experience with Service Now Continual Improvement Management (CIM)
• Ability to facilitate executive and practitioner-level workshops

• Experience supporting Service-Aware or service-centric operating models
• Background in large‑scale or regulated enterprise environments
• Strong understanding of CSDM-aligned service management
• ITIL 4 certification or equivalent process credentials

• Measurable improvement in service management process performance
• Documented ROI and adoption tracked through CIM
• Successful translation of Process Mining insights into sustained behavior change
• Clear, enforceable governance embedded into redesigned processes

Technology is our focus and quality is our commitment. INSPYR Solutions is a national expert in flexible technology and talent solutions, aligning industry expertise with client objectives and culture. Our offerings span professional services, project delivery, and talent solutions, grounded in a human‑centric approach.

INSPYR Solutions is an Equal Employment Opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.