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