The Continuous Improvement Specialist plays a pivotal role in ensuring process governance and improvement as well as performance management of the Service Management operational processes.
Define and assess the feasibility and the profitability of improvement initiatives
Design and document process improvements
Produce and update process documentation (i.e. process maps, job aid, training, etc.)
Analyze post deployment enhancements to validate the expected results of the process improvements
Define and review metrics and Key Performance Indicators (KPIs) to evaluate process effectiveness and efficiency
Produce and analyze process measurements and metrics as per established process governance
Conduct and participate in operational reviews with technological and process teams
Assist the different process owners and managers in the analysis of their respective process performance.
Develop, manage and maintain improvement opportunities in the continuous service improvement repository
Support the Process Manager to ensure proper execution and functioning of the operational links and interfaces between all processes including those between I&T and internal or external business partners’ processes and supporting tools
Support overall process governance including performance and improvement governance
Ensure quality deployment and adoption by users, understanding the impact of organizational change in an operational organization
Act as a process facilitator to assist process owners and managers as well as users, understanding the deployed improvements on the day to day operations.
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday.
Relevant work experience
5 years and plus of overall work experience
IT service management experience*
Experience in business and quality improvement
Experience in developing, engineering and improving IT Service Management processes
Experience in creating, managing and maintaining process diagrams and process definition documents
Experience in defining, measuring and trending KPIs and process metrics
Experience with Kaizen and Six Sigma tools*
5S, Value Stream Mapping, SMED, Poke-yoke, or Kanban experience*
Experience as a Business Advisor role or a Process Manager*.
- Any experience for these above would be considered as an asset
Bachelor’s Degree in Commerce, Information Systems Management, Computer Science, Management Science, Engineering, or equivalent degree and experience
Information Technology Infrastructure Library (ITIL) Intermediate Certification*
Lean or Six Sigma Green Belt certification*
- Any designation for these above would be considered as an asset.
Communicated efficiently orally and in writing and adapts to the audience
Applies analytical thinking while seeing the big picture and process changes impacts
Innovates to create value, without compromising on safety and quality
Is agile in responding to the rapid evolution of the industry and of technology
Knows the business and stays current with industry trends to elevate expertise and work
Is organized and adapts to changing priorities
Collaborates with others
Builds and maintains networks and strong relationships
Works independently with little supervision
Deals with pressure and change by staying calm to quickly adapt to various environments
Good presentation & communication skills
High attention to detail, quality and accuracy.
- Any skills/attributes for these above would be considered as an asset
Computer literacy with mapping, spreadsheets, word processing and database software (Word, Access, Excel, PowerPoint, SharePoint, Visio, etc.)
Knows to efficiently conduct research, gather information from a number of sources, analyze data, draw conclusions and document findings.
- Any knowledge for any of the above would be considered as an asset
For internal candidates, note that the grade level of the position will depend on the employee's experience.
CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.