In this dynamic role, you will have the unique opportunity to directly shape and elevate the core operations of a pioneering utility organization dedicated to essential services and strategic digital transformation. Partnering with Aquent, you will join a cutting-edge Process & Automation Centre of Excellence where your expertise will drive critical efficiencies, bolster regulatory compliance, and profoundly enhance the service experience for millions of customers. By identifying, mapping, and optimizing vital business processes, your work will leave a lasting legacy of innovation and continuous improvement on essential daily operations.
About the Opportunity
Our client is a leading utility provider committed to delivering exceptional essential services while pioneering process optimization, digitization, and automation. In partnership with Aquent, they are looking for a collaborative and forward-thinking professional to transform core operations and elevate service excellence. This role is pivotal in driving the organization’s strategic goals, helping to build a culture of continuous improvement, and preparing critical business functions for a seamless transition into a highly automated, digital-first future.
What You’ll Do
- Lead comprehensive process discovery activities, including conducting interviews, shadowing operational teams, facilitating workshops, and performing data reviews to gather insightful information.
- Develop precise and structured process maps utilizing BPMN 2.0 and adhering to established modeling standards.
- Create essential supporting documentation such as SIPOCs, RACIs, and Standard Operating Procedures (SOPs), and contribute to the development of robust process hierarchies.
- Analyze process performance, operational data, associated risks, pain points, and existing inefficiencies to pinpoint critical areas ripe for improvement.
- Support in-depth root-cause analysis, bottleneck assessments, and operational diagnostics to uncover and address underlying issues effectively.
- Clearly articulate and present findings and insights to senior analysts, architects, and key business stakeholders, fostering informed decision-making across the organization.
- Proactively identify and evaluate opportunities for significant process optimization, digitization, and automation initiatives.
- Contribute to pre-automation readiness by standardizing processes, eliminating waste, and strengthening control mechanisms to ensure smooth transitions.
- Collaborate closely with dedicated automation teams to ensure a seamless handover of meticulously prepared process artifacts and detailed requirements.
- Maintain accurate and up-to-date documentation in strict adherence to established governance frameworks and stringent quality standards.
- Actively participate in collaborative workshops, detailed walkthroughs, and constructive feedback sessions with operational teams to ensure full alignment and maximum effectiveness of implemented processes.
- Ensure all process documentation meticulously reflects regulatory obligations and crucial compliance requirements, safeguarding operational integrity.
What You’ll Bring (Must-Have)
- A strong understanding of process analysis and modeling principles, including proficiency with BPMN 2.0.
- Demonstrated analytical skills, with a proven ability to identify complex issues, inefficiencies, and strategic opportunities for improvement.
- Effective communication and facilitation skills crucial for engaging and influencing diverse stakeholders at all levels.
- The ability to translate complex operational processes into clear, structured, and easily understandable documentation.
- Awareness of automation technologies and a solid grasp of their strategic role in driving process optimization.
- A high level of organization, strong time management abilities, and meticulous attention to detail in all tasks.
- A genuine willingness to learn and actively contribute within a dynamic combined Process & Automation Centre of Excellence environment.
- Proficiency with leading process mapping tools such as Visio, ARIS, Miro/Mural, or Process Advisor.
- An understanding of KPI frameworks, Service Level Agreements (SLAs), and other critical performance indicators.
- Awareness of leading automation and digitization tools like Power Automate, ServiceNow RPA, and Alteryx.
- An understanding of process controls, effective risk mitigation strategies, and the requirements for audit-readiness.
- Awareness of industry regulatory requirements that directly impact operational processes.
- Practical experience in process analysis, business analysis, or dedicated process improvement activities.
- Strong documentation and communication skills, both written and verbal.
- The ability to work effectively across multiple business units and proficiently manage multiple tasks concurrently.
- Willingness to travel to various sites as required to support operational needs.
Bonus Points (Nice-to-Have)
- Lean Six Sigma Yellow Belt certification.
- BCS/IIBA analysis certification.
- Experience supporting digital or automation initiatives.
- Familiarity with core enterprise systems such as ArcGIS, Workday, ServiceNow, and SAP BusinessObjects.
About Aquent Talent
Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.
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