Process Analyst - ITIL (4-7 yrs)

Note : ISO 20000 audit experience is must

Position Overview :

As a Process Analyst, you will be responsible for designing, implementing and supporting ITIL 4 based processes for various IT services.

You will also contribute to process transformations and improvements using industry best practices and techniques.

Key Responsibilities :

As a Process Analyst, you will be responsible for designing, implementing and supporting ITIL 4 based processes for various IT services.

You will also contribute to process transformations and improvements using industry best practices and techniques.

Your main duties will include :

- Responding 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.

- Contribute to Service Introduction and provide Framework for transition of service to Run with teams and ensure alignment of Service Owner/support groups to secure Go-live and Post Go-live in a structured manner.

- Performing process workflow testing on Service management tool

- Managing and measuring process compliance against defined processes and policies

- Conducting Process audits, sharing Audit reports and tracking findings to closure

- Contributing to development and maintenance of processes, procedure and training materials

- Collaborating with multiple stakeholders across cultures and geographies

Qualifications and Skills :

To be successful in this role, you should have the following skills and certifications :

- 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