Specialist - Process Engineering and Audit

• Own and drive process design and continuous improvement across Implementation, Support, and Customer Success functions.
• Collaborate with delivery and cross-functional teams to define and institutionalize best practices, SOPs, and quality benchmarks.
• Plan and lead internal process audits, including readiness checks for external certifications and compliance reviews.
• Work with functional leaders to ensure adoption of defined processes and identify key areas for improvement.
• Monitor and report process adherence metrics, deviations, and corrective action plans.
• Drive automation and tooling enhancements to improve process efficiency and transparency.
• Stay updated on industry practices and ensure continuous alignment of our processes to evolving SaaS delivery standards.
• Facilitate training and onboarding sessions on process standards for internal teams.
• Support leadership in governance forums with data-driven insights on process maturity and audit results.

• 3+ years of experience in process engineering, program management, or quality roles within SaaS or enterprise software organizations.
• Strong knowledge of delivery and support functions in large enterprise IT systems.
• Hands-on experience in process design, documentation, and implementation.
• Proven experience conducting process or compliance audits.
• Familiarity with SaaS delivery models, ITIL, ISO, or CMMI frameworks.
• Excellent communication and facilitation skills to work across diverse internal stakeholders.
• Experience in change management and driving adoption in matrix organizations.

• Certifications in ITIL, PMP, Lean Six Sigma, ISO, or CMMI are desirable.
• Knowledge of tools like JIRA, Confluence, ServiceNow, or other workflow management systems.
• Experience working with globally distributed teams, especially with Indian offshore centers.

IBS Software