Main Duties
The objectives of the ITSM Process & Knowledge Management analyst are:
- Identifies business process techniques used to manage requirements
- Create process documentation/workflows, knowledge articles and self-service guidance for IT Services as well as Business references
- Facilitate process workflow modelling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases (with interdependencies)
- Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels
- Conduct maturity assessments against the process activities to highlight areas of improvement or concerns to improve 1 | P a g e GTS - ITSM Process & Knowledge Management
- Dashboard and MI reports to provide a high-level analysis quality of process and knowledge artefacts landscape
Knowledge/ Technical Skills
- Excellent oral and written communication skills are required
- Multi-disciplinary analyst with in-depth knowledge process methods
- Service Now, Sharepoint, Mindmap, MS tools and products usage Visio, Excel, Office, Teams, Powerpoint etc.
- Knowledge in developing Process and Knowledge standards and best practices
- Excellent ownership, analytical, conflict management and negotiation skills are required
- Organizational skills are required to develop and track progress against plans/timelines to achieve expected outcomes and quality delivery
- Highly flexible and embracing of change and evolution
- Mapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected ITOL/RTO etc.
- Strong critical thinking, writing and editing skills to achieve quality content;
- Strong customer service and communications skills, both oral and written in order to relate information in a direct and succinct method
- Understand how to research to verify, coordinate, and implement the best solution
- Attention to detail and quality driven
- Working knowledge to diagnose, troubleshoot and resolve a wide range of complex flows and document
- Independent self-starter who takes initiative to accomplish and drive to expected outcomes
Qualification & Experience Required
- A College or University degree and/or relevant proven work experience is required demonstrates excellent experience in process workflow initiatives, with a track record of accomplishment in complex architecture/application designs.
- Previous working experience as a Process and Knowledge Analyst
- Business process, Technology, Financial Management or similar relevant filed
- Excellent organizational and time management skills
- Creative problem solver, innovative; look to automate
- Great analytical skills
- Workflow and Data-driven approach
- At least two of the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration practical awareness
