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IBM Process Services Architect in Heredia, Costa Rica


At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

The Delivery Process Architect (DPA) is responsible for:

The Process Architect is responsible for the creation and delivery of the Process Interface Manuals, a contractual deliverable that provides a high-level overview of service delivery processes requiring the customer's involvement. Utilizing Competency-approved process assets, PTS works with the Service Delivery teams to customize the account specific information., including: process interface points, inputs and outputs, and policies.

Conducting workshops with the SMEs involved with the account to document the Operational Processes.

Conducting workshops with the SMEs involved with the account to capture the Client operational procedures that will be required to operate Client's services environment.

Facilitating workshops with IBM SMEs and tools teams, as well as Client SMEs as appropriate, to create workflows of the critical account services to identify interfaces (touch points) among teams/towers and establish accountability for the integration of delivered services.

Reviewing the Process Interface Manual with Client and update as necessary.

Conducting workshops to update and revise the Process Interface Manual sections with IBM and Client Subject Matter Experts to reflect:

An overall view of the process and the process inputs and outputs

Roles established to support the Client account, and the responsibilities of those roles

Requirements, policies and business rules that tailor the operation of the process to the Client business environment

The interface activities and tasks that Client must perform to interact with the process

Improving quality of account transitions.

Communicating to the Delivery Service Owner, IBM and Client SMEs and the department manager.

Facilitating development of account process deliverables (Service Requirement Matrix, workflows, policies, procedure manual sections, and measurements for service areas).

Understanding and Improve Service Area Process Capability across accounts.

Developing, utilizing and protecting Intellectual Capital.

Managing and communicate Lessons Learned.

Required Technical and Professional Expertise

'- 1-3 years of experience working on Projects Team environments.

  • Strong communication skills; both verbal and written.

  • Proficient English level.

  • MS Office and Visio knowledge.

  • Process development/generation experience.

  • ITIL Knowledge.

  • PM Knowledge.

  • Agile Knowledge.

Preferred Technical and Professional Expertise

'- ITIL v3 or v4 certified.

  • PM Certification.

  • Agile Certification.

About Business UnitThis position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.

As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.

Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.

We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what's next.

Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.

Your Life @ IBMWhat matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.