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Junior IT Process Engineer

Ebene, MU, -


SD Worx is a leading European provider of Payroll & HR services with global reach. SD Worx’s +4000 employees operate in countries all over Europe and in Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.



The IT Service Management discipline has grown significantly over the last decades, and while it is simply not possible to address the growing and sometimes overwhelming set of best practices and standards that have emerged during that time, within Business Technologies, we have created the IT Service Management Office (IT-SMO) to focus on twelve world-class elements of Practical IT Service Management


1.            Incidents

2.            Service Requests

3.            Problem Management

4.            Service Catalog

5.            Knowledge Management

6.            Service Level Management

7.            Asset and Configuration Management

8.            Change Management

9.            Release Management

10.          Availability Management

11.          Financial Management

12.          Service Portfolios


Any service can be managed in a world-class way with the right combination of these 12 elements put into action – but every organization is also different and as such there is no single model that guarantees operational success. The foundation for success however consistently lies in the implementation of IT business processes that create the opportunity to be world-class.


At its core, a business process is as a set of activities and tasks that, once completed, accomplishes an organizational goal. This exciting and challenging opportunity will deep dive into the engineering (and re-engineering) of well-modelled IT business processes, in line with the 12 elements of our IT service management strategy, to bring an elevated state of quality and excellence to service delivery, no matter who executes them.



About The Role


  • Process Engineering:

           -   Define, implement, and maintain IT business processes to meet business objectives.

           -   Identify opportunities for business process re-engineering to optimize service delivery.

           -   Ensure process governance mechanisms are created to minimize deviations from expected behaviors.

           -   Create and maintain process documents and workflows, in collaboration with the business.

           -   Work with new partners (acquisition track) to ensure a seamless acceptance of and adherence to established business processes.

           -   Periodically evaluate existing IT business processes to ensure validity and relevance to the overall strategy of Business Technologies.

           -   Validate and track if newly established IT business processes efficiently address operational gaps.


  • Data Analytics:

           -   Extract or generate quantitative information from single or multiple Business Intelligence tools (CRMs, Tableau, Power BI, Excel etc.)
           -   Consolidate and standardize data structures to replicate data warehousing capabilities.
           -   Analyse quantitative information and formulate hypothesis on data trends.
           -   Identify process gaps leading to ‘bad’ data.
           -   Generate and present findings to the IT-SMO squad.
           -   Coordinate action plans with Product Owners, Product Managers and/or Flow Masters to implement corrective measures for deviations in data trends.


  • Process and Internal Audits:

           -   Work with Group Internal Audit (GIA) to document relevant process improvement tracks.

           -   Identify and report non-conformity to audit expectations within the IT-SMO squad for prompt actions.


  • Improvement and Innovation:

           -   Implement feedback mechanisms to collect data on IT business processes

           -   Capture lessons learnt during IT business process rollout and standardization tracks and create appropriate remedial plans.


  • External audits: ISAE3402 by Deloitte


Note that other duties may be assigned by Team Leader/Manager



Experience / Educational / Skill Requirements


  • Ability to quickly grasp foundational knowledge of ITIL or COBIT.
  • Willingness to pursue a certification track for ITIL;
  • Strong communication skills
  • Able to observe and interpret dependencies between processes.
  • Confident and skilled at identifying and navigating through road-blocks
  • Useful if with a project management and/or technical background
  • Ability to delegate and not be afraid to ask for help
  • Analytical and problem-solving mindset
  • Service-driven mindset
  • Collaborative mindset and willingness to learn and grow
  • Ability to translate technical terms into easy to grasp layman concepts
  • Proficient in English (written and spoken). Other languages such as Dutch, French and/or German is a plus



SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.


For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.


From many places, we work as one, moving from better to best together.



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