IT Process Engineer

About Universal Music Group

We are UMG, the Universal Music Group, the world’s leading music company. We are committed to artistry, innovation, and entrepreneurship, operating businesses across recorded music, music publishing, merchandising, and audiovisual content in over 60 countries. We focus on identifying and developing recording artists and songwriters, producing, distributing, and promoting critically acclaimed and commercially successful music globally.

Job Summary

We are seeking a highly analytical and process-oriented IT Process Engineer to optimize our Information Technology and Operations workflows. In this critical role, you will be instrumental in designing, analyzing, optimizing, and implementing IT and business operational processes to enhance efficiency, quality, and reliability across our enterprise. You will drive continuous improvement initiatives, ensuring our technology infrastructure and operational practices are lean, effective, and aligned with strategic goals.

Job Functions

• Process Design & Optimization: Develop, configure, and optimize IT and operational processes from end-to-end, focusing on increasing efficiency, reducing bottlenecks, and improving service delivery. This includes designing new processes for IT service management, software development lifecycles, data workflows, and infrastructure operations, as well as enhancing existing ones.
• Data Analysis & Troubleshooting: Collect, monitor, and analyze IT operational data and process performance metrics to identify trends, inefficiencies, and root causes of issues. Provide expert analysis to troubleshoot and resolve complex process-related problems impacting IT service quality, operational cost, and delivery speed.
• Implementation & Automation: Design, implement, and test process improvements within IT systems and operational tools, ensuring seamless integration of new technologies and automated solutions. Develop and maintain comprehensive documentation, including process flow diagrams, standard operating procedures (SOPs), runbooks, and architectural diagrams for IT processes.
• Quality, Compliance & Resilience: Implement process controls, including IT Service Management (ITSM) best practices, to ensure consistent quality of IT services and operational outputs. Ensure compliance with internal policies, regulatory requirements such as SOX, while also focusing on process resilience and disaster recovery planning.
• Cross-functional Collaboration: Collaborate closely with IT development, infrastructure, cybersecurity, business operations, and other cross-functional teams to align IT processes with business needs, integrate technological innovations, and achieve shared strategic objectives.
• Innovation & Best Practices: Work with Service Transformation leadership to introduce new tools, methodologies (e.g., Agile, DevOps, ITIL, Lean), and automation opportunities to enhance IT operational efficiency and service delivery. Stay updated with industry advancements in IT process optimization and technology trends.

Job Requirements

Skills/Abilities:

Technical Skills:

• IT Process Mapping & Modeling (BPMN)
• IT Service Management (ITSM) and IT Operations Management (ITOM)
• Data Analysis for IT Operations (e.g., SQL, Excel, Splunk, Tableau)
• Root Cause Analysis (RCA) and Incident/Problem Management
• Familiarity with cybersecurity principles and risk management in processes
• Knowledge of Agile, DevOps, and Lean methodologies

Soft Skills:

• Critical Thinking and Complex Problem Solving
• Exceptional Communication and Stakeholder Management
• Project Management and Organizational Skills
• Attention to Detail and Data-Driven Decision Making
• Adaptability, Continuous Learning, and Innovation
• Influence and Collaboration Across Technical and Business Teams

Experience:

• 3+ years of progressive experience as a Process Engineer, IT Process Analyst, or similar role within an enterprise IT or operations environment.
• Strong understanding of IT infrastructure, software development lifecycles (SDLC), IT service management (ITSM) frameworks (e.g., ITIL), and modern enterprise systems (e.g., ERP, CRM, Cloud platforms).
• Excellent analytical and problem-solving skills with a proven ability to identify, assess, and resolve complex IT and operational process issues.
• Strong written and verbal communication skills to articulate technical and process concepts clearly to diverse technical and non-technical stakeholders.
• Experience with process automation tools (e.g., RPA platforms, scripting languages like Python, PowerShell) or workflow orchestration tools.
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Management), project management tools (e.g., Jira, Azure DevOps ools, monitoring/observability tools.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and optimizing processes in cloud-native or hybrid environments.

Education:

• BA or BS degree in an IT related field or an equivalent combination of formal education and applicable experience required.

Key skills/competency

• IT Process Mapping
• IT Service Management (ITSM)
• Data Analysis
• Root Cause Analysis
• Agile/DevOps/Lean Methodologies
• Process Automation
• Cloud Platforms
• Stakeholder Management
• Problem Solving
• Compliance & Resilience