ITSM/Process Documentation Analyst
Kaiser Permanente
Contract Oakland, California, United States Posted 5 months ago
About Position
ITSM/Process Documentation Analyst (Contract)
$86.00 / Hourly
Oakland, California, United States
ITSM/Process Documentation Analyst
Contract Oakland, California, United States Posted 5 months ago
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
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