Job Description

Help Improve How Digital Technology Services Works

We are seeking a Systems Engineer II – DTS Quality & Performance to join our Digital Technology Services (DTS) team. In this role, you will work across DTS to solve operational problems, improve processes, strengthen data quality, and use technology in practical ways to help teams work more effectively.

The Systems Engineer II – DTS Quality & Performance will help turn improvement opportunities into measurable results. This is a hands-on role that combines process analysis, data analysis, operational follow-through, documentation, and technology. The individual may work through a complex data-quality issue, help define a new process, coordinate an improvement initiative, develop reporting, or identify opportunities where automation and emerging technologies can reduce manual effort.

The focus is on solving problems effectively. Some opportunities may benefit from automation or a technical solution, while others may require detailed research, manual data cleanup, process changes, or direct collaboration with teams. The successful candidate will be comfortable with both and will follow work through to completion.

What You'll Do

• Works across DTS teams to understand existing business and operational processes, identify gaps, and help define improved future-state processes.
• Supports improvement initiatives from initial discovery and analysis through implementation, documentation, follow-up, and ongoing refinement.
• Helps keep initiatives moving by tracking actions, owners, deadlines, dependencies, decisions, and follow-up activities.
• Investigates operational, process, and data-quality problems and works directly with teams to resolve them.
• Performs hands-on data review, research, reconciliation, cleanup, and correction when manual intervention is the most practical and effective approach.
• Identifies recurring problems and helps determine whether process changes, improved controls, automation, or other solutions are appropriate.
• Uses data, reporting, dashboards, queries, and analysis to identify trends, measure performance, and communicate opportunities for improvement.
• Works with information from DTS systems to improve data accuracy, completeness, consistency, and usability.
• Helps define and maintain standards, procedures, workflows, ownership models, and supporting documentation.
• Supports technical debt, application and technology rationalization, savings, vendor, contract, infrastructure, application, and other DTS improvement initiatives.
• Researches systems, technologies, dependencies, vendors, contracts, licensing, and operational information as needed to support DTS decisions and initiatives.
• Identifies opportunities to reduce repetitive or administrative work through automation, scripting, APIs, reporting tools, or other appropriate solutions.
• Develops or assists with lightweight prototypes, reports, integrations, and technical solutions when appropriate.
• Partners with technical teams when solutions require broader implementation or production support.
• Collaborates with technical teams, business stakeholders, vendors, and DTS leadership to gather information, resolve issues, and move work forward.
• Documents processes, procedures, standards, decisions, findings, and lessons learned.
• Continuously evaluates existing processes and solutions with a focus on simplification, efficiency, data quality, sustainability, user experience, and measurable outcomes.
• Takes ownership of assigned work and follows issues through to completion.

What We're Looking For

• Strong analytical and problem-solving skills with the ability to understand how processes, systems, data, and people interact.
• Curiosity and a willingness to investigate unfamiliar problems, systems, and technologies.
• Strong initiative, work ethic, and a willingness to take ownership of problems that may not have an immediately obvious solution.
• Ability to independently move work forward while recognizing when collaboration or additional guidance is needed.
• Ability to work effectively in situations where requirements, processes, or ownership may not yet be fully defined.
• Strong attention to detail and a commitment to accurate, high-quality work.
• Willingness to perform detailed, repetitive, or hands-on work when that is necessary to solve a problem.
• Practical judgment about when technology or automation provides value and when a simpler manual or process-based solution is more appropriate.
• Interest in learning and using technologies such as ServiceNow, SQL, reporting tools, APIs, scripting, automation platforms, and AI-assisted development tools.
• Ability to quickly learn new systems, processes, technologies, and business concepts.
• Strong organizational skills with the ability to manage multiple initiatives and priorities.
• Strong follow-through and the ability to keep work moving toward completion.
• Effective written and verbal communication skills with the ability to work across technical and non-technical teams.
• Ability to respectfully question existing processes, identify opportunities for improvement, and help implement better approaches.
• A continuous-improvement mindset with a willingness to learn from experience and refine how work is performed.

What We Offer

• Broad exposure to teams, technologies, systems, and operational processes across Digital Technology Services.
• The opportunity to work on meaningful problems that directly affect how DTS teams operate and deliver services.
• A role that combines technical problem solving, process improvement, data analysis, operational work, and emerging technologies.
• Opportunities to work with ServiceNow, enterprise applications, infrastructure data, vendors, contracts, technical debt, cost-saving initiatives, reporting, automation, and other areas across DTS.
• The ability to use modern technology to research problems, analyze information, prototype solutions, and improve processes.
• An environment where practical problem solving and measurable improvement are valued over technology for technology's sake.
• Opportunities to develop technical, analytical, communication, process-improvement, and leadership skills.
• Direct involvement in developing and refining Quality & Performance processes and capabilities across DTS.
• The opportunity to work across technology disciplines rather than being limited to a single application, platform, or technical specialty.
• A culture that values curiosity, ownership, continuous improvement, accountability, innovation, and follow-through.
• The opportunity to make a visible impact by helping teams work more effectively and turning difficult or inefficient processes into sustainable solutions.