ITSM/Process Documentation Analyst

Description

Bachelor's degree or 3+ years of equivalent experience in process documentation

Understanding of IT Service Management (ITSM) process - Incident, Problem, Service Request, Disaster Recovery, High/Critical incident SOP.

3+ years of supporting application, DevOps, Middleware, and infrstaructure teams

Excellent verbal, written, communication, organizational, and interpersonal skills with attention to detail and record keeping experience

This individual should have exceptional attention to detail, as well as strong word processing, technical writing and record keeping experience

Proficient in the use of Windows 365 Cloud (Excel, Teams, Word, Visio, powerpoint, sharepoint etc.)

Ability to manage multiple assignments simultaneously while working independently and with other team members

Have ability to learn new skills and utilize new skills to promote productivity

Culture of continuous learning and ongoing process improvement

Excellent communication and presentation abilities

Good to have: ServiceNow ITAM (Asset Management), Twilio and Atlassin experiences

Responsibilities

• Includes the following essential duties and responsibilities (other duties may also be assigned upon project need)
• The candidate works closely with project teams, process owners, managers, and subject matter experts (SME) to translate business and client requirements into operational processes documents such as SOP an Runbooks.
• Collaborates across multiple departments, acting as liaison, to ensure alignment of documents and procedures and facilitate process development and process improvement activities
• Create and maintain process documents for the organization such as ITSM, SOP, Support, and ISO documents. Manage the distribution of written material
• Support and help with RCA and provide guideline on Corrective/Preventive Action Reports
• Drive and facilitate weekly ITSM(incident, SR, Problem)meetings, organize trainings, collect and post records of meetings and training materials
• Manage and maintain documentation repository in SharePoint/Teams channels
• Interact directly with Atlassin confluence to produce, maintain and support organization SOP and Runbooks