Location: FMC Headquarters, Washington, DC (Onsite with limited offsite support as coordinated)
Qualifications and Experience/Education:
- Process Analysis Expertise: Evaluates operational workflows including service desk operations, onboarding/offboarding, and customer service delivery.
- Process Mapping & Optimization: Develops detailed workflow diagrams using Microsoft Visio to identify inefficiencies, bottlenecks, and control gaps.
- Operational Data Analysis: Analyzes ticketing system data (e.g., ServiceNow, Track-It) to assess performance trends, resolution times, and service quality.
- SOP & Documentation Review: Reviews and develops SOPs aligned with actual operational practices and federal standards.
- Stakeholder Engagement: Conducts structured interviews to gather insights and validate findings.
- Continuous Improvement Focus: Recommends process improvements to enhance service delivery and operational efficiency.
- Soft Skills: Strong analytical thinking and communication skills.
- Experience: 5–7 years; BA/BS or equivalent experience
