Implementation Process Engineer

Job Description

The primary responsibility of the Implementation Process Engineer is to ensure that Flexential’s implementation processes are well-positioned to ensure efficient, on-time delivery of customer service changes. This position plays an important role in supporting implementation process changes that initiate from both the delivery teams as improvement initiatives, and from the product organization as new go-to-market activities. On a weekly basis an individual in this role should expect to interact with a variety of teams, including Project Managers, Implementation Specialists, Implementation Engineers, Service Transition Engineers, Service Support Leaders, Implementation Leaders, and Product Managers.

This role will report to the Vice President of Customer Implementation within Flexential’s Platform Services organization. The Customer Implementation organization is responsible for the on-time and accurate delivery of fulfillment requests across the entirety of Flexential’s service catalog including Colocation, Interconnection, Cloud, and Managed Services.

A successful candidate for this position should thrive in a fast-paced, matrix organization and enjoy working cross-functionally with a variety of different teams to achieve a common goal. They should also be data-driven and passionate about ensuring that Flexential’s resources are used in the most efficient manner possible. Experience building, modifying, and maintaining process documentation is also critically important. Drawing on strong communication, critical thinking and problem-solving skills, this role will create and modify existing processes across Flexential’s diverse solution portfolio.

We are seeking an individual with business analysis and process documentation/improvement skills. If you are passionate about these areas, possess excellent interpersonal skills, and thrive in a rapidly changing business environment, this role can provide you with a rewarding career experience.

• Ensure thorough documentation of existing implementation processes
• Participate in working sessions designed to improve existing processes
• Support the product lifecycle to ensure a successful launch of new and modified services
• Collaborate internally to ensure alignment service catalog and commercial offering alignment
• Interact regularly with IT platform teams and product owners to ensure an on-time and accurate delivery of service catalog changes to support a rapidly changing business
• Execute a periodic review of non-standard work to inform prioritization of process and catalog changes in an effort to minimize non-standard work
• Facilitate regular review meetings with Project Managers and Implementation Engineers to gather feedback, align on gaps, and set go-forward priorities for improvement activity
• Drive testing activities related to upcoming catalog changes, ensuring cross-functional support
• Serve as a subject matter expert on Flexential’s implementation service catalog
• Work with implementation leaders to ensure service catalog and knowledgebase alignment
• Perform other duties as required and assigned

• 2+ years of business analysis or process documentation experience
• Strong work ethic, analytical and problem-solving skills with attention to detail
• Ability to prioritize tasks and drive outcomes in a fast-paced environment
• Team player that enjoys working with others to achieve business results
• Strong communication skills, including the ability to articulate concepts to diverse audiences
• Takes accountability for delivering on commitments; owns mistakes and uses them as opportunities for learning and development

• Bachelor’s degree in a technology related field such as Computer Science or Information Systems
• Experience documenting complex, cross-functional business processes
• Hands‑on experience with one or more process documentation tools (Visio, Lucid, etc)
• Service Now Service Catalog experience
• Strong knowledge of IT standards and best practices
• Possesses strong product/technology/industry knowledge

• Ability to sit for extended periods of time
• Moderate or…