IT Operations Consultant

LoBue maintains a select group of proven senior management consultants who form a cohesive team to conduct retained consulting assignments for its clients. In addition, LoBue is currently seeking to hire an aspiring IT Operations Consultant who will form an integral part of our talent pool, collaborating with other LoBue consultants and our corporate client staff. This position is ideally suited for an individual desiring to build a solid career aspiring to the role of an IT Operations Consultant, motivated by fast learning and exposure to multiple professional opportunities to learn and grow. The position offers exceptional opportunities and high visibility.

Candidates should have experience in business process rationalization, digital transformation, change management, customer experience, project management, and strategy. In addition, candidates should have an extensive background in information management and system analysis and possess familiarity with various computer software languages, IT infrastructure, Network Security, and IT Administration. Financial Services Industry experience, a plus.  

• Work collaboratively with peer consultants and client representatives to address their current and future operational and business needs, formulate appropriate implementation approaches, and solve operational challenges to support business growth, differentiation, and expansion.
• Evaluate prior and existing Operational infrastructure methodologies and support resources to develop appropriate strategies to enhance processes through re-engineering and corresponding operational framework to support the client’s desired performance and quality outcomes.
• Highly effective in understanding client’s operational challenges, operating business requirements, and decision-making processes, developing efficient processes with corresponding operational controls to ensure predictable outcomes, consistent quality, and alignment with business strategy.
• Engage with cross-functional teams, including Information Technology, Finance, Audit and Compliance, Marketing, and Customer Experience, to formulate appropriate processes and controls.
• Understand key processes, systems, and relevant knowledge in Operations Management and related methods, techniques, and tools across multiple functional environments; confers with management, risk assessment staff, auditors, finance, compliance, and other personnel to identify and plan for support solutions and related operating infrastructure.
• Translate the client’s business requirements into specific systems, applications, and process designs for custom technical solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Work with the Project Team to identify the client’s operational needs and formulate the best approach and methods to support the corresponding operational requirements working across support centers of the client’s organization.
• Explores new operational methods, processes, and tools for future planning and potential implementation. Interfaces with industry on operations management to remain current on best practices.
• Works with key departmental leaders to recommend appropriate operating frameworks supporting business initiatives; recommends industry best practices, policies, and control standards, identifying opportunities to ensure adherence to policies and procedures, including compliance with relevant guidelines.
• Collaboratively reviews best practices mapped to control standards through change control management processes, including:
• Coordinate project efforts within the client’s program scope and successfully engage key departments to fulfill the key criteria.
• Conceptualize and define the fulfillment and ongoing support of client’s customer requirements, including customer contact activities.
• Define customer support and implementation process, including organizational support structure, documentation, and issue resolution.
• Focus on business process improvement to streamline support activities identifying ongoing operational issues including capacity, quality, efficiency, and requirements for growth t scale.
• Oversee the development and implementation of metrics to measure internal and external customer support performance and quality while tracking relevant implementations to ensure completion as planned by the client.
• Submits regular reports to the client’s management teams to appraise project status as required and defined by the program.
• Review SLA’s and KPI’s for operational performance, quality targets, and efficiency to identify possible corrective actions, changes, or enhancements.
• Coordinates documents, comments, and reports on methods to client’s teams for potential deviations from established standards.
• Assist LoBue’s clients in defining and implementing standards and best practices to ensure that operational teams derive effective service. In addition, it is taking a leadership role in evaluating operational processes that will provide expected service outcomes.

QUALIFICATIONS

• BSc/BA Degree in computer science, information systems, or related field; Master’s Degree preferred.
• Professional certification (e.g., CompTIA A ) is an asset
• Certified Six Sigma Black Belt, Prosci Certified, CCMP Change Management certifications are a plus
• Experience with various operating systems and database languages
• Excellent written and oral communication skills, with the ability to present and sell ideas
• Strong analytical and conceptual ability, with the ability to function at both the detail and conceptual level
• Ability to travel extensively to be on Client sites both domestically and internationally
• Willingness to participate in the company’s marketing programs
• Second language fluency, especially Spanish, is beneficial