Process Analyst
3 weeks ago
Job Summary:
We are seeking a highly skilled Process Analyst to join our team at HIC Global Solutions. As a Process Analyst, you will be responsible for designing, implementing, and supporting ITIL 4 based processes for various IT services.
Key Responsibilities:
- Design and implement ITIL 4 based processes for various IT services
- Contribute to process transformations and improvements using industry best practices and techniques
- Respond to global queries related to ways of working of established processes - Incident, Problem, Change, and Request management
- Contribute to adoption of Service Management processes across all OGs and teams
- Perform process workflow testing on Service management tool
- Manage and measure process compliance against defined processes and policies
- Conduct Process audits, share Audit reports, and track findings to closure
- Contribute to development and maintenance of processes, procedures, and training materials
- Collaborate with multiple stakeholders across cultures and geographies
Qualifications and Skills:
- ITIL 4 certified
- Internal Auditor for ISO 20000
- Advanced knowledge of Service Management ticketing tools
- Good knowledge of Service Level Agreements and process KPIs
- Proficient in Microsoft Visio and Microsoft Excel
- Excellent communication and analytical skills
- Ability to work independently and as part of a team
- Proficiency in using Micro Focus SMAX ITSM platform or similar ITSM tools
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