Process Improvement Lead

Title: Process Improvement Lead Location: Charlotte, NCDuration: 3 Years Compensation: $65-75 per hourWork 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 PurposeThe 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 ResponsibilitiesProcess Redesign & Service Management AlignmentLead service management process design workshops across ITSM and ITOMRedesign workflows to align with Service-Aware principles and CSDM requirementsEnsure process changes address root causes identified through Process Mining Continual Improvement Management (CIM) Execution Drive adoption and usage of the CIM applicationLog, track, and measure the value of process optimization initiativesMaintain transparency into ROI, adoption, and performance improvement Governance Definition & Policy Enablement Define end-state process governance, decision points, and control gatesPartner with Architects and Developers to codify governance into Policy as CodePrevent reintroduction of process and technical debt Stakeholder Alignment & Change Leadership Facilitate alignment between technical delivery teams and business service ownersEnsure redesigned processes solve real operational pain pointsDrive adoption through clarity, accountability, and measurable outcomes Best Practice Enforcement Enforce ITIL 4 and ServiceNow baseline process standardsPrevent uncontrolled process customization that undermines the operating model Required Qualifications Extensive experience leading ITSM or ITOM process transformation initiativesStrong background in Process Mining and data-driven process analysisHands-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 modelsBackground in large-scale or regulated enterprise environmentsStrong understanding of CSDM-aligned service managementITIL 4 certification or equivalent process credentials Measures of Success Measurable improvement in service management process performanceDocumented ROI and adoption tracked through CIMSuccessful translation of Process Mining insights into sustained behavior changeClear, 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. Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions' Privacy Policy and INSPYR Solutions' AI and Automated Employment Decision Tool Policy: . By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.