Digital Workplace Operations Process Owner

Responsibilities

• Define and document enterprise-wide support processes for service desk, field support, and technical escalation teams.
• Establish and maintain ownership of all Digital Workplace Operations processes to ensure standardization and consistency.
• Identify and implement automation opportunities to reduce manual effort and improve service efficiency.
• Design and build automation solutions using scripting, workflow platforms, or the Power Platform.
• Define use cases for digital agents, such as Copilot-based or chatbot solutions, to augment support activities.
• Define and track Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) to measure process effectiveness.
• Ensure all processes align with ITIL or ITSM frameworks and overall IT strategy.
• Collaborate with cross-functional IT teams and vendors to drive process adoption and alignment.
• Prepare periodic reports on process performance, efficiency gains, and compliance.

Requirements

• 5+ years of experience in developing, implementing, and refining IT processes or continuous improvement initiatives.
• Proven experience designing, implementing, or supporting AI and automation solutions.
• Hands-on experience with automation tools such as Power Automate or scripting languages (Python, PowerShell).
• Proficiency in data analysis and reporting tools, specifically Power BI.
• Strong knowledge of ITIL or IT Service Management (ITSM) frameworks.
• Bachelor's degree in IT, Computer Science, Business, or a related field preferred.

Preferred Qualifications

• Experience in a technology support or digital workplace operations environment.
• Experience applying AI-driven solutions like Copilot agents or digital assistants.
• Strong project management skills with the ability to lead process improvement initiatives.

About the Company

Southern Company is a leading energy provider serving 9 million customers across the Southeast and beyond. Through a commitment to innovation, resilience, and sustainability, we are advancing our goal of net-zero greenhouse gas emissions by 2050. We transform energy into economic, environmental, and social progress for tomorrow.