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Job Description

Job Description

CCCS Information Architect

Job ID 1112983BR Date posted 01/03/2017 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Center Ops Support
Job Summary:

The CCCS Information Architect draws upon own expertise and knowledge in order to assist in the establishment, preparation, and leading of the design of optimal, future-state business process designs for the Contact Center business capabilities, working on major, cross-functional, USHI-level initiatives to facilitate the future state design.

The CCCS Information Architect will align with the project team to capture all data elements required for the process models, including the key success metrics, operational, and compliance metrics.

The CCCS Information Architect will also have primary responsibility with defining current-state business processes, designing future-state business capabilities, performing the gap analysis, designing the bridge to move from current state to future state, and designing future state operational and compliance metrics. This role is also responsible for the development of standard operating procedures to support the future state business process and for participating in the quality assurance review of each process design.

Essential Responsibilities:

Process Design and Process Improvement
· Leads process design sessions with key stakeholder Subject Matter Experts (SMEs) and internal stakeholders by applying expertise of business process analysis and business process modeling to identify current-state gaps and develop process design/enhancement solutions
· Recommends, changes, and integrates business models and processes to support the future state of the organization
· Leads the development of future-state business process design, including the project plan, new process design, and communication strategy to ensure successful and timely implementation of all signed projects
· Participates in the quality assurance review of all assigned process design efforts
· Establishes and maintains key performance indicators for a process design initiative
· Aligns process designs with Contact Center business strategies, using the standard modeling tools and techniques, and ensures its linkage and alignment with the business functional process design
· Maintains policies, procedures, and standard operating procedures beyond the boundaries of the project timeframe
· Assists with the implementation of process design changes by helping to define the tools and methods to measure and track process performance
· Tracks key measures, such as on-time delivery of best practices, policies, processes, and standard operating procedures
· Develops and documents supporting business process information for purposes of decision-making, consistency, and alignment (e.g. organizational direction, terminology, business rules)

Required Minimum Qualifications :

· Bachelor’s Degree in Management, Operations Research, Business Administration, Engineering, IT, or related field OR 4+ years of relevant business experience in cross-functional process design
· Demonstrated experience designing integrated business processes
· Demonstrated experience in a key area of the business, such as Finance, IT, Risk, CCO, and/or COO functions

Preferred Qualifications :

· Master’s degree in Business Management, Business Administration, Computer Science or related field OR Bachelor's degree with focus on Technical Writing, Communications, Journalism, English, Auditing or Quality Assurance
· 2+ years of experience in one of the following areas: IT, Store Operations, Specialty Sales, Contact Center, Real Estate, Loss Prevention, Process Management, Logistics, Transportation, or Distribution Operations
· 2+ years of business process experience (developing, designing, and implementing policies, processes, and standard operating procedures within an organization)
· 2+ years of industry related business operations experience including collaborating in a diverse, cross functional corporate environment
· Project management credential (e.g. PMP)
· Six Sigma, Lean or equivalent certification
· 2+ years of experience using process design applications

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customers a week in the United States, Canada and Mexico through its stores and online at, and With fiscal year 2014 sales of $56.2 billion, Lowe’s has more than 1,840 home improvement and hardware stores and 265,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe's supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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