Senior IT EngineerQuality Assurance, Knowledge & Process Mgt
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The group youll be a part of
The Global Information Systems Group is dedicated to the success of Lam through providingbest-in-class and innovative information system solutions and services. Together we supportusers globally with data information and systems to achieve their business objectives.
The impact youll make
The incumbent will be responsible for enduser service quality and knowledge excellence by implementing Quality Assurance frameworks governing Knowledge Centric Services (KCS) aligned knowledge and engineering support processes that reduce friction and improve digital employee experience and cost to serve.
What youll do
A. Quality Assurance (QA)
- Develop QA program sampling and calibration; perform audits and publish dashboards; coach to improve behaviors and outcomes.
- Establish a defect taxonomy and rootcause library; drive CAPA and verify effectiveness.
B. Knowledge Management (KCSaligned)
- Govern content lifecycle metadata/taxonomy and findability; manage templates and style guide.
- Run author enablement/training and peer review; track reuse/deflection and knowledge impact on FCR/FTF
C. Process Management & CI
- Map and standardize SOPs for onboarding/offboarding refresh VIP and loaners; define controls and measurement plans.
- Quantify benefits and report monthly to leadership (experience/cost/risk) and any other duties as assigned by the Immediate Supervisor
Who were looking for
- Bachelors degree in Information Technology/Information Services or related field with more than 5 years in Quality Assurance Knowledge & Process Management within IT services
- Strong ITIL working knowledge is required
- Prior experience handling ServiceNow Knowledge & Reporting; SharePoint/Confluence
- Proficiency in Tool Stack & following Platforms : ServiceNow (Incidents/Requests Knowledge Performance Analytics HAM Pro SAM Pro CMDB) Endpoint mgt (Microsoft Intune/Autopilot ConfigMgr (SCCM); Jamf) Identity/Security: Entra ID (Azure AD) Microsoft Defender for Endpoint BitLocker; MFA Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint); Conferencing/AV incl. Teams Rooms
- Strong understanding of process mapping & requirement gathering
- Strong analytical & problem-solving skills
- Excellent verbal & written communication skills
- Collaborate effectively with cross-functional teams
- Strong organizational & time management skills
- Attention to details
Preferred qualifications
- ITIL Foundation; KCS Practices; Lean/Six Sigma familiarity; experience with DEX metrics and author enablement
Our commitment
We believe it is important for every person to feel valued included and empowered to achieve their full potential. By bringing unique individuals and viewpoints together we achieve extraordinary results.
Lam Research (Lam or the Company) is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies practices and procedures on the basis of race religious creed color national origin ancestry physical disability mental disability medical condition genetic information marital status sex (including pregnancy childbirth and related medical conditions) gender gender identity gender expression age sexual orientation or military and veteran status or any other category protected by applicable federal state or local laws. It is the Companys intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.
Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories On-site Flex and Virtual Flex. On-site Flex youll work 3 days per week on-site at a Lam or customer/supplier location with the opportunity to work remotely for the balance of the week. Virtual Flex youll work 1-2 days per week on-site at a Lam or customer/supplier location and remotely the rest of the time.
Required Experience:
Senior IC
Key Skills
- Project Management Methodology
- Shipping & Receiving
- Six Sigma
- Lean Six Sigma
- Process Improvement
- SAFe
- Business Analysis
- Visio
- Business Process Modeling
- Process Mapping
- Joint Operations
- Kaizen
About Company
Lam Research Corporation is a leading American semiconductor equipment company—headquartered in Fremont, California—specializing in precision wafer fabrication tools such as deposition, etch, strip/clean systems, and advanced process control, enabling chipmakers to produce faster, sma ... View more
