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Technology Innovation Specialist, Digital Operations



IT, Operations
Springfield, IL, USA
Posted on Friday, June 21, 2024

Position Summary

The Technology and Delivery Innovation Specialist is a key member of the Digital Operations team that is expected to identify opportunities for innovation and improvement and to drive actions to deliver improved performance for the operations. This will be accomplished through innovative solutions using advanced technology, scalable best practices and lean processes. The Specialist will support operational teams across the region, ensuring the right tools are being used by operational staff and management teams and designing new solutions to enhance operational tools and standards. The Innovation Specialist should apply experience and analysis skills to identify impactful opportunities for improvement and make recommendations to leadership for prioritization and execution. These improvements should be based upon global standard best practices and toolsets while at the same time, the specialist should be identifying ways to innovate and improve standard processes with a focus on technology and automation tools. The position will participate in setting financial and key performance goals across the operations in the region, as well as serving as the key resource for creating and executing plans to achieve the agreed upon goals.


  • Serve as a subject matter expert for operational best practices across the region by applying industry experience, innovative solutioning and ensuring standard tools and processes are in place and executed as expected.

  • Perform project reviews/assessments to support improvements in productivity and efficiencies with a focus on innovative solution process & technology design / re-design

  • Support Operations with performance tools calibration and KPI reporting

  • Identify variation from key performance indicators in operations and work with local teams to chart remediation paths, as well as follow up on progress through completion.

  • Develop two-way relationships with the local operations teams so that teams seek out guidance and are eager to receive assistance.

  • Assist in identifying talent with potential and invest in developing their potential through sharing of experience and joint ownership of initiatives in the operations.

  • Assist in solution implementation planning and execution of large or complex customer engagements.

  • Design and definition of requirements for improvement initiatives

  • Testing and approval of developments for improvement initiatives (UAT)

  • Modeling and projections for improvement initiatives

  • Assist in testing and documenting new tools and processes. Feed tool and platform roadmap through formulating ideas for improvement.

  • Identify short and near-term initiatives needed to improve the performance of the operations as part of financial planning.

  • Deliver results expected by initiative forecasts; identify blockers and proactively work to remove blockers.

  • Support process improvements through the implementation of physical automation and lean working cells

  • Support operations change management, roll out and training on improvement initiatives

  • Execute ad hoc assignments as directed by management.

  • Documentation of standards and expected outcomes

  • Documentation of overall processes and procedures

  • Create and maintain Standard Operating Procedures (SOPs)

  • Train and coach local management on operations tools, SOPs and best practices

  • Created and maintain best practice guides to support global operations

  • Create and maintain training content for digital operations training programs, ensure content is organized and updated

  • Support new product development efforts for solutions that involve operations this includes:

  • Product launch planning

  • Change management planning and execution

  • SOP creation

Skills and Experience


  • Ability to serve as an ambassador for Digital Operations Innovation across countries and regions through creating relationships and paths to success with individual operations.

  • Excellent data analysis skills.

  • Advances spreadsheet and/or intermediate database skills.

  • Strong knowledge of standard processes that can be scaled in a production environment.

  • Comfortable presenting results of detailed analysis in summary to higher levels of the organization in order to gain support and approval.

  • Ability to travel 50% of the time.

  • Proficiency in English required; multilingual is a plus.

  • Able to work with cross-functional teams to plan and accomplish goals.

  • Comfortable reviewing financial models and understanding cause and effect of actions in the operations.

  • Excellent written, oral and presentation skills.

  • Strong interpersonal, planning, and analytical skills.

  • Self-motivated and a strong drive to seek information and support in succeeding.

  • Ability to influence and negotiate.

  • Ability to make decisions and think in broad terms, considering the impact to the entire company.

  • Ability to team effectively at all levels of Iron Mountain and customer personnel (to include C-level) on a wide range of topics and issues.


  • Bachelor’s Degree required.

  • 5+ years experience with relevant solutions from at least 2 of the following areas:

  • Business Process Outsourcing operational and technical experience preferred - mailroom, scanning, data capture, etc.

  • Business solutions leveraging Machine Learning, Robotic Process Automation, Artificial Intelligence, Electronic Content Management, Document Management Systems, Workflow, Business Process Management and/or Information Governance.

  • Proven experience in advanced document capture and data recognition technologies.

  • Operational optimization / continuous improvement experience with Six Sigma Certification.

  • Experience with document scanning / digitization service delivery.


Reasonably expected salary range: $101,700.00 - $135,600.00

Category: Project/Program Management Group

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0062721