IT Operations Manager (5-10 yrs)

Job Description

Controlling the accessibility and flow of accurate and quality of processes and knowledge within the organization. Helping capture new knowledge and creation of processes with the usage monitored. Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of the process and knowledge management practices.



Serves as the link to ensuring the design of Technology and Business processes are aligned. Drives and oversees the design of process and knowledge requirements and is responsible for incorporating industry standards, quality and best practices.



Establishes and maintain process to improve the effective, efficient, and convenient use of information and knowledge across the organization. The Process and Knowledge Management Practice supports all value streams and can be used with any other practice as they all create and use data and knowledge. This practice includes data / information / knowledge collection, research, processing, analysis, improvement, presentation, and technical assistance. This practice is also aligned with training, skills development, learning, as well as innovation and research initiatives.



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

- 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



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





Mandatory Skills

IT Operations Management