Process Analyst

3 weeks ago


Noida, India HIC Global Solutions Full time
Job Title: Process Analyst

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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