Key Responsibilities:

• Conduct comprehensive analysis of existing (“As-Is”) business processes across multiple departments.
• Document workflows using ARIS or Microsoft Visio, ensuring clarity, accuracy, and traceability.
• Map organizational processes to TM Forum’s eTOM framework and identify compliance gaps.
• Define and enhance ITIL-aligned service management processes (e.g., Incident, Problem, Change, Service Request).
• Develop optimized future-state (“To-Be”) processes based on industry standards and business objectives.
• Identify inefficiencies, bottlenecks, and improvement opportunities using Lean, Six Sigma, or similar methodologies.
• Facilitate workshops, interviews, and discussions with business owners, subject matter experts, and leadership teams.
• Perform gap analysis between As-Is and To-Be processes and develop actionable transformation roadmaps.
• Maintain process repositories, stand...