Sr. IT Process Engineer

Be a part of the team behind our success!  At Advisor Group, we support more than 5,000 financial advisors, the people who help everyday Americans achieve their dreams. We’re a billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Information Technology Opportunity in Financial Services

Senior IT Process Engineer


Location:          20 E Thomas Rd Suite 2000  Phoenix, AZ  85012

Summary:

Imagine the excitement of working for a billion-dollar startup company with a strong revenue flow and a client base that goes back 60+ years.  Our employees are the “how” and the “why” of Advisor Group’s success. 

The Sr. IT Process Engineer will develop and evolve the overall vision, charter, and roadmap for the Service Management Office / Program, including best practices, standards, principles and functions.  

Responsibilities:

  • Portfolio management and integrated service reporting. Work with service and business owners to identify and model key services.  
  • Provide guidance and oversee management of key IT Infrastructure Library (ITIL) processes with full engagement of Process Owners, such as incident management, change management, request fulfillment, problem management, configuration management, software asset management, and service catalog management.
  • Work closely with service and business owners to integrate service management practices into the delivery of IT services with the objective of delivering reliable, repeatable IT services, at proper service levels.
  • Integrate COBIT controls within ITIL processes and provide regular reporting on effectiveness and efficiency.
  • Provide vision and oversight for Enterprise Service Management platform, including development of roadmap, specification of requirements, business process workflow mapping, systems integration and ongoing management, as well as modifications and enhancement.
  • Guide and ensure Tier 2 level production support for the Enterprise Service Management platform.
  • Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications
  • Identify gaps or shortcomings in current business process automation and drive automation and workflow improvements.
  • Lead the development of project and resource plans to manage deliverables of business objectives, including timing, cost, and scope.
  • Partner with functional managers to ensure departmental stakeholders are trained in ITSM concepts and practices, and that service and process owners are equipped to excel in their roles and responsibilities.
  • All other duties as assigned

Education Requirements:

  • Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant experience will be considered in lieu of degree.  Minimum of high school diploma or equivalent is required. 

Basic Requirements:

  • Minimum of 10 years’ experience as a senior project manager, program manager, program director or service manager, serving an IT organization or technology company, inclusive of with at least 5 years’ of experience relevant to service or product management.
  • Demonstrated leadership, supervisory, planning and change management skills.
  • Excellent oral, written and presentation skills to communicate, persuade and influence decision-making, paired with active listening skills.
  • Excellent problem-solving skills; makes sense out of chaos and leads group in a productive direction.
  • Subject matter expertise for area(s) of responsibility.
  • Able to learn technical information quickly.
  • Able to establish effective working relationships with key stakeholders.
  • Leads with an innovative and continuous improvement mindset; able to call on business sense and creativity to develop new ideas and solutions.
  • Strongly oriented toward collaboration; a team player able to work collaboratively and effectively with and through others, at all levels in the organization.
  • Is effective and comfortable as a change agent; has a strong understanding of what is necessary to implement change across an organization (people, process, technology); articulates frameworks for implementing change and how to use them.

Preferred Requirements:

  • Experienced in program management and financial stewardship in a complex, environment.
  • Experience managing and evolving a service management tool suite or other enterprise-wide platform, including managing vendor relationships.
  • Attained ITIL Expert certification and understands how ITIL aligns with and complements other frameworks such as COBIT, Agile or Lean IT.