Senior IT Engineer_Quality Assurance, Knowledge & Process Mgt

The group you’ll be a part of

The Global Information Systems Group is dedicated to the success of Lam through providing best-in-class and innovative information system solutions and services. Together, we support users globally with data, information, and systems to achieve their business objectives. 

The impact you’ll make

The incumbent will be responsible for end‑user 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 you’ll 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 root‑cause library; drive CAPA and verify effectiveness.

B. Knowledge Management (KCS‑aligned)

• 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 we’re looking for

• Bachelor’s 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 Company's 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’ you’ll 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’ you’ll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.