Title:  Process Improvement Lead
Location: Charlotte, NC
Duration: 3 Years 
Compensation: $ 65-75 per hour
Work Requirements: US Citizen, GC Holders or or Authorized to work in US

Role Overview: Process Improvement Lead
The Process Improvement Lead is responsible for translating technical insights and operational data into redesigned service management processes that drive measurable business outcomes. This role ensures that Service-Aware transformation is reflected not only in platform configuration, but in how people work.
Acting as the bridge between data, technology, and human behavior, the Process Improvement Lead ensures that redesigned processes are practical, adopted, and governed through enforceable controls rather than documentation alone.

Strategic Purpose
The Process Improvement Lead operates at the intersection of data-driven insight and organizational change. This role ensures that Process Mining findings are converted into redesigned workflows, governance rules, and accountability models that improve speed, quality, and reliability.
By leveraging the Continual Improvement Management (CIM) module, this role ties process change directly to value realization, ensuring transformation efforts deliver sustained ROI rather than one-time improvements.

Key Responsibilities
Process Redesign & Service Management Alignment

• Lead service management process design workshops across ITSM and ITOM
• Redesign workflows to align with Service-Aware principles and CSDM requirements
• Ensure process changes address root causes identified through Process Mining

Continual Improvement Management (CIM) Execution

• Drive adoption and usage of the CIM application
• Log, track, and measure the value of process optimization initiatives
• Maintain transparency into ROI, adoption, and performance improvement

Governance Definition & Policy Enablement

• Define end-state process governance, decision points, and control gates
• Partner with Architects and Developers to codify governance into Policy as Code
• Prevent reintroduction of process and technical debt

Stakeholder Alignment & Change Leadership

• Facilitate alignment between technical delivery teams and business service owners
• Ensure redesigned processes solve real operational pain points
• Drive adoption through clarity, accountability, and measurable outcomes

Best Practice Enforcement

• Enforce ITIL 4 and ServiceNow baseline process standards
• Prevent uncontrolled process customization that undermines the operating model

Required Qualifications

• Extensive experience leading ITSM or ITOM process transformation initiatives
• Strong background in Process Mining and data-driven process analysis
• Hands-on experience with ServiceNow Continual Improvement Management (CIM)
• Ability to facilitate executive and practitioner-level workshops

Preferred Qualifications

• Experience supporting Service-Aware or service-centric operating models
• Background in large-scale or regulated enterprise environments
• Strong understanding of CSDM-aligned service management
• ITIL 4 certification or equivalent process credentials

Measures of Success

• Measurable improvement in service management process performance
• Documented ROI and adoption tracked through CIM
• Successful translation of Process Mining insights into sustained behavior change
• Clear, enforceable governance embedded into redesigned processes

About INSPYR Solutions
Technology is our focus and quality is our commitment. INSPYR Solutions is a national expert in flexible technology and talent solutions, aligning industry expertise with client objectives and culture. Our offerings span professional services, project delivery, and talent solutions, grounded in a human-centric approach.
INSPYR Solutions is an Equal Employment Opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws.

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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