Southern Company

Digital Workplace Operations Process Owner

Southern Company • $90K — $120K *
Atlanta, GA 30349In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Information Systems, Computer Science, Business, or related field preferred.
  • 5+ years experience in IT process development and operational efficiency initiatives.
  • Hands-on experience with automation solutions and AI technologies.
  • Proficiency in data analysis and reporting tools, especially Power BI.
  • Strong skills in documentation and communication across various audiences.

Responsibilities

  • Develop and document a comprehensive strategy for IT support processes with clear workflows.
  • Establish ownership of all Digital Workplace Operations processes to maintain a unified approach.
  • Identify automation opportunities and implement solutions to enhance service efficiency.
  • Define and track KPIs to evaluate process performance and implement improvements.
  • Collaborate with cross-functional teams and stakeholders to ensure alignment and process adoption.

Benefits

  • Opportunity to work in a fast-paced, innovation-driven environment.
  • Mentoring and training culture promoting continuous learning.
  • Collaborative team atmosphere supporting a geographically dispersed workforce.
  • Exposure to modern technologies and industry best practices in automation and AI.
  • Flexibility to influence vendor solutions and contribute to strategic direction.
Full Job Description
Job Description

Job Summary

As a member of the Digital Workplace Operations team, the Process Owner defines how end-user support operates at scale. This role owns the design and execution of end-to-end processes across service desk, onsite support, technical escalation teams, and facilities coordination, ensuring work is consistent, efficient, and built to support a modern digital workplace.

This is not a documentation-only role. The Process Owner evaluates how work is performed today and determines what should be standardized, automated, simplified, or eliminated. This includes building and embedding automation and AI directly into workflows, enabling support teams to leverage scripting, digital agents, and modern tools as part of daily operations.

By combining process ownership with hands-on automation and AI enablement, this role improves service quality, reduces operational variation, enables scalability, and advances overall operational maturity across end-user support.

Key Responsibilities
  • Process Definition & Documentation: Develop and document an enterprise-wide vision and strategy for support processes, including creating clear process flow diagrams, procedures, and guidelines for operational workflows. Develop processes across service desk, field/on-site support, tier 2 support, and facilities coordination functions.
  • Process Ownership & Standardization: Establish, centralize, and maintain ownership of all Digital Workplace Operations processes, consolidating disparate procedures into a unified framework. Ensure these processes are consistently applied and easily accessible for all relevant teams.
  • Automation & AI Enablement: Own the identification and delivery of automation opportunities across Digital Workplace Operations, with a focus on reducing manual effort and improving service efficiency.
    • Reimagine and redesign workflows with an automation-first mindset, determining what work can be automated, eliminated, or shifted.
    • Design, build, and implement automation solutions using appropriate tools (e.g., scripting, workflow platforms, Power Platform, or similar technologies).
    • Define specific use cases where digital agents (e.g., Copilot-based or chatbot solutions) can autonomously handle or augment support activities, and translate those use cases into operational solutions.
  • Continuous Improvement & KPIs: Define and track Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) to measure process effectiveness. Regularly evaluate process performance data and reports to identify improvement opportunities. Implement enhancements to improve consistency, efficiency, and service quality.
  • Governance & Alignment: Ensure all processes remain aligned with overall IT strategy and industry best practices (e.g., ITIL or IT Service Management frameworks). Periodically benchmark processes against industry leaders to identify best-in-class improvements. Maintain compliance with any relevant policies, security, and operational standards.
  • Collaboration & Communication: Work closely with cross-functional IT teams (Service Desk, Field Support, Engineering, vendors, etc.) and key stakeholders to communicate process strategy and changes, gather feedback, and drive adoption and enforce standardized processes across teams. Act as the liaison between support teams and other departments to ensure process harmony and understanding.
  • Mentoring & Knowledge Sharing: Coach and mentor team members on process best practices, promoting a culture of continuous learning and improvement. Provide training or guidance to ensure teams understand and follow the standardized processes.
  • Vendor & External Coordination: Manage relationships with vendors and external partners as needed to align their services or tools with our processes. Influence vendor roadmaps by sharing organizational needs and ensuring their solutions support our process goals (e.g., for AI digital agents, Digital Employee Experience tools, etc.).
  • Reporting & Analytics: Prepare and present periodic reports on process performance (effectiveness, efficiency, compliance), highlighting improvements achieved and areas for further enhancement. Participate in relevant budgeting, audit, and financial review activities related to operational processes (e.g., process costs, efficiency gains from AI digital agents or automation).
  • Industry Awareness: Stay informed on industry research, emerging technologies, and trends in end user support. Evaluate advancements in AI, automation, and digital agent capabilities and apply relevant innovations to refine processes.

Knowledge, Skills, and Abilities
  • Process Management Expertise: Demonstrated experience in designing, implementing, and improving IT support processes end-to-end. Familiarity with ITIL or IT Service Management (ITSM) principles and process improvement methodologies.
  • Automation & Technical Skills: Hands-on experience building automation solutions using tools and platforms (e.g., Power Automate, scripting languages such as PowerShell or Python, workflow tools). Experience applying AI-driven solutions such as Copilot agents, chatbots, or digital assistants. Ability to translate process requirements into automated workflows and technical solutions. Understanding of digital workplace technologies and support models.
  • Analytical & Data Skills: Proficiency with data analysis and reporting tools (especially Power BI) to measure process performance and identify trends. Adept at data management, reconciliation, and deriving insights to drive decision-making.
  • Software Skills: Strong skills with productivity and documentation tools such as Microsoft Office (Word, Excel, PowerPoint). Experience creating process documentation and presentations for varied audiences.
  • Problem-Solving: Excellent diagnostic, analytical, and problem-solving skills. Able to investigate process breakdowns or inefficiencies and develop effective solutions.
  • Project Management: Experience in basic project management and leading or coordinating initiatives. Able to manage multiple process improvement projects, prioritize tasks, and meet deadlines.
  • Communication: Exceptional communication skills - capable of conveying complex process information in clear, concise terms. Skilled at technical writing and tailoring messages to technical teams, leadership, and end users as needed.
  • Influence & Collaboration: Ability to work effectively across teams in a matrixed environment. Strong stakeholder management and interpersonal skills, with the ability to influence others and drive process adoption without formal authority.

Behavioral Attributes
  • Proactive & Self-Driven: Highly motivated and self-directed; takes initiative to identify needs and drive improvements without waiting for instruction.
  • Organized & Customer-Focused: Excellent organizational skills and a strong customer service orientation. Balances attention to detail with a focus on delivering positive outcomes for end-users and business partners.
  • Resilient & Adaptable: Able to work under pressure, handling multiple priorities in a fast-paced environment. Adapts to change with a positive attitude and remains flexible when facing new challenges or shifting requirements.
  • Collaborative Team Player: An effective collaborator who can work well in a geographically dispersed team and build trustful relationships across different technology and business groups. Promotes teamwork and knowledge sharing.
  • Continuous Learner: Seeks opportunities to learn new skills, stay current with industry best practices, and share knowledge with colleagues. Embraces continuous improvement for personal growth and team development.
  • Excellent Documentation & Clarity: Produces clear and concise documentation and communications tailored to audiences at all levels, from technical staff to executive leadership.

Education and Experience Requirements
  • Education: Bachelor's degree in Information Systems, Computer Science, Business, or a related field is strongly preferred. Equivalent work experience in IT Service Management or related areas will be considered.
  • Experience: Minimum of 5+ years of experience in developing, implementing, and refining IT processes or related continuous improvement initiatives aimed at operational efficiency and service quality. Experience designing, implementing, or supporting AI & automation solutions. Experience in a technology support or digital workplace operations environment is highly desirable.


About the Team

Southern Company Services

About Southern Company

With 4.4 million customers and more than 42,000 megawatts of generating capacity, Atlanta-based Southern Company is the premier energy company serving the Southeast. A leading U.S. producer of electricity, Southern Company owns electric utilities in four states and a growing competitive generation company, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and retail electric prices that are significantly below the national average. Southern Company has been listed the top ranking U.S. electric service provider in customer satisfaction for nine consecutive years by the American Customer Satisfaction Index.

Southern Company Careers

Join the dynamic team at Southern Company, a leader in energy innovation and a champion of sustainable practices. As one of the most respected companies in the energy sector, Southern Company offers unparalleled job opportunities that promise not only professional growth but also a commitment to diversity and leadership development.

Work You’ll Do

At Southern Company, we are not just about power generation; we are about empowering our team to innovate and lead the industry. By joining our team, you will collaborate with some of the brightest minds in the field, using your skills to solve complex problems and drive meaningful change.

Explore a World of Opportunities

Whether you are looking for a full-time position, an internship, or a leadership role, Southern Company has a place for you. Our wide range of employment options ensures that every team member can find a path that best suits their career ambitions and skills.

Innovate and Lead

Southern Company is at the forefront of technological innovation in the energy sector. Our team members are encouraged to lead projects and initiatives that push the boundaries of what is possible in energy production and management.

Grow and Develop

We believe in nurturing the potential of our employees through targeted diversity training, leadership workshops, and continuous professional development. Career growth at Southern Company is not just a possibility—it is an expectation.

Be Part of Our Culture

Southern Company’s culture is built on a foundation of respect, integrity, and inclusion. We celebrate diversity and believe that it drives innovation. Our team is our family, and we support each other in achieving personal and professional goals.

Benefits That Go Beyond

Choosing a career at Southern Company means enjoying a range of benefits designed to enrich your life and support your lifestyle. From health and wellness programs to retirement plans, we ensure our team members are taken care of.

Join Our Team

Ready to power up your career? Explore the job opportunities at Southern Company today. We are actively hiring and looking for passionate, curious, and solution-driven individuals. Enhance your skills, join a community of innovators, and work towards a sustainable future.

Stay Connected

Keep up to date with the latest at Southern Company by following our careers blog. Gain insider perspectives, industry-leading insights, and practical tips to advance your career.

Networking and Career Advancement

At Southern Company, networking and internal mobility are key components of career advancement. Connect with leaders, engage in cross-departmental projects, and take your professional journey to new heights.

Prepare for Your Interview

Make your mark from the first interview. Visit our career site for tips on crafting your resume, preparing for interviews, and making a lasting impression.

Join Southern Company—where careers glow brighter!

SEARCH SOUTHERN COMPANY JOBS Stay ahead of the curve in your career with Southern Company, where innovation meets tradition and every employee is empowered to excel.
Learn more about Southern Company
Size
27,000 employees
Market Cap
$77.6 billion
Industry
Energy & Utilities
Net Income
$3.1 billion
Founded
1912
5 Year Trend
+3%
Revenue
$20.3 billion
* Ladders Estimates

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