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 &