Digital Workplace Operations Process Owner

Job Summary

As a member of the Digital Workplace Operations team, the Process Owner defines how end-user support operates at scale. This role owns the design and execution of end-to-end processes across service desk, onsite support, technical escalation teams, and facilities coordination, ensuring work is consistent, efficient, and built to support a modern digital workplace.

This is not a documentation-only role. The Process Owner evaluates how work is performed today and determines what should be standardized, automated, simplified, or eliminated. This includes building and embedding automation and AI directly into workflows, enabling support teams to leverage scripting, digital agents, and modern tools as part of daily operations.

By combining process ownership with hands-on automation and AI enablement, this role improves service quality, reduces operational variation, enables scalability, and advances overall operational maturity across end-user support.

Key Responsibilities

• Process Definition & Documentation: Develop and document an enterprise-wide vision and strategy for support processes, including creating clear process flow diagrams, procedures, and guidelines for operational workflows. Develop processes across service desk, field/on-site support, tier 2 support, and facilities coordination functions.
• Process Ownership & Standardization: Establish, centralize, and maintain ownership of all Digital Workplace Operations processes, consolidating disparate procedures into a unified framework. Ensure these processes are consistently applied and easily accessible for all relevant teams.
• Automation & AI Enablement: Own the identification and delivery of automation opportunities across Digital Workplace Operations, with a focus on reducing manual effort and improving service efficiency.
  • Reimagine and redesign workflows with an automation-first mindset, determining what work can be automated, eliminated, or shifted.
  • Design, build, and implement automation solutions using appropriate tools (e.g., scripting, workflow platforms, Power Platform, or similar technologies).
  • Define specific use cases where digital agents (e.g., Copilot-based or chatbot solutions) can autonomously handle or augment support activities, and translate those use cases into operational solutions.
• Continuous Improvement & KPIs: Define and track Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) to measure process effectiveness. Regularly evaluate process performance data and reports to identify improvement opportunities. Implement enhancements to improve consistency, efficiency, and service quality.
• Governance & Alignment: Ensure all processes remain aligned with overall IT strategy and industry best practices (e.g., ITIL or IT Service Management frameworks). Periodically benchmark processes against industry leaders to identify best-in-class improvements. Maintain compliance with any relevant policies, security, and operational standards.
• Collaboration & Communication: Work closely with cross-functional IT teams (Service Desk, Field Support, Engineering, vendors, etc.) and key stakeholders to communicate process strategy and changes, gather feedback, and drive adoption and enforce standardized processes across teams. Act as the liaison between support teams and other departments to ensure process harmony and understanding.
• Mentoring & Knowledge Sharing: Coach and mentor team members on process best practices, promoting a culture of continuous learning and improvement. Provide training or guidance to ensure teams understand and follow the standardized processes.
• Vendor & External Coordination: Manage relationships with vendors and external partners as needed to align their services or tools with our processes. Influence vendor roadmaps by sharing organizational needs and ensuring their solutions support our process goals (e.g., for AI digital agents, Digital Employee Experience tools, etc.).
• Reporting & Analytics: Prepare and present periodic reports on process performance (effectiveness, efficiency, compliance), highlighting improvements achieved and areas for further enhancement. Participate in relevant budgeting, audit, and financial review activities related to operational processes (e.g., process costs, efficiency gains from AI digital agents or automation).
• Industry Awareness: Stay informed on industry research, emerging technologies, and trends in end user support. Evaluate advancements in AI, automation, and digital agent capabilities and apply relevant innovations to refine processes.

 Knowledge, Skills, and Abilities

• Process Management Expertise: Demonstrated experience in designing, implementing, and improving IT support processes end-to-end. Familiarity with ITIL or IT Service Management (ITSM) principles and process improvement methodologies.
• Automation & Technical Skills: Hands-on experience building automation solutions using tools and platforms (e.g., Power Automate, scripting languages such as PowerShell or Python, workflow tools). Experience applying AI-driven solutions such as Copilot agents, chatbots, or digital assistants. Ability to translate process requirements into automated workflows and technical solutions. Understanding of digital workplace technologies and support models.
• Analytical & Data Skills: Proficiency with data analysis and reporting tools (especially Power BI) to measure process performance and identify trends. Adept at data management, reconciliation, and deriving insights to drive decision-making.
• Software Skills: Strong skills with productivity and documentation tools such as Microsoft Office (Word, Excel, PowerPoint). Experience creating process documentation and presentations for varied audiences.
• Problem-Solving: Excellent diagnostic, analytical, and problem-solving skills. Able to investigate process breakdowns or inefficiencies and develop effective solutions.
• Project Management: Experience in basic project management and leading or coordinating initiatives. Able to manage multiple process improvement projects, prioritize tasks, and meet deadlines.
• Communication: Exceptional communication skills – capable of conveying complex process information in clear, concise terms. Skilled at technical writing and tailoring messages to technical teams, leadership, and end users as needed.
• Influence & Collaboration: Ability to work effectively across teams in a matrixed environment. Strong stakeholder management and interpersonal skills, with the ability to influence others and drive process adoption without formal authority.

 Behavioral Attributes

• Proactive & Self-Driven: Highly motivated and self-directed; takes initiative to identify needs and drive improvements without waiting for instruction.
• Organized & Customer-Focused: Excellent organizational skills and a strong customer service orientation. Balances attention to detail with a focus on delivering positive outcomes for end-users and business partners.
• Resilient & Adaptable: Able to work under pressure, handling multiple priorities in a fast-paced environment. Adapts to change with a positive attitude and remains flexible when facing new challenges or shifting requirements.
• Collaborative Team Player: An effective collaborator who can work well in a geographically dispersed team and build trustful relationships across different technology and business groups. Promotes teamwork and knowledge sharing.
• Continuous Learner: Seeks opportunities to learn new skills, stay current with industry best practices, and share knowledge with colleagues. Embraces continuous improvement for personal growth and team development.
• Excellent Documentation & Clarity: Produces clear and concise documentation and communications tailored to audiences at all levels, from technical staff to executive leadership.

 Education and Experience Requirements

• Education: Bachelor’s degree in Information Systems, Computer Science, Business, or a related field is strongly preferred. Equivalent work experience in IT Service Management or related areas will be considered.
• Experience: Minimum of 5+ years of experience in developing, implementing, and refining IT processes or related continuous improvement initiatives aimed at operational efficiency and service quality. Experience designing, implementing, or supporting AI & automation solutions.  Experience in a technology support or digital workplace operations environment is highly desirable.