IT Specialist - Process Management

ZipRecruiter; Newcastle upon Tyne; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

ZipRecruiter is seeking an IT Specialist - Process Management in Newcastle. This role involves creating and maintaining IT documentation, enhancing processes, and collaborating with stakeholders to improve service delivery. Ideal candidates have strong technical writing skills and familiarity with ITSM tools like ServiceNow.

Qualifications

• Experience in technical writing and development of professional documentation.
• Solid knowledge of ITSM processes and familiarity with ITSM tools.
• Ability to manage multiple documentation projects.

Responsibilities

• Collaborate with stakeholders to develop IT Service Level Agreements (SLAs).
• Identify gaps in current process documentation and standardize templates.
• Deliver training materials to empower IT teams.

Skills

Technical writing

Research

Attention to Detail

Process improvement

Stakeholder engagement

Education

ITIL v3 or ITIL 4

Tools

ServiceNow

ServiceNow Performance Analytics

Job description

Job Description

IT Specialist - Process Management - Newcastle / Hybrid - up to £51k + benefits

Excellent opportunity to join a global team, you must have experience in creating and maintaining professional documentation on IT Process and Improvement.

Essential

• Experience in technical writing and the development of professional documentation
• Strong ability to conduct thorough research and gather relevant information.
• Attention to Detail in ensuring accuracy and quality in documentation.
• Proficient in translating complex technical concepts into clear, concise, and user-friendly content.
• Solid knowledge of ITSM processes and familiarity with ITSM tools and technical systems.
• Experience in using documentation tools and software, particularly ServiceNow.
• Ability to manage multiple documentation projects and initiatives simultaneously.
• Capability to analyse existing processes and identify areas for improvement.
• Strong ability to engage with stakeholders and collaborate with various departments.
• Experience in developing and delivering training materials and sessions.
• Commitment to fostering a culture of continuous improvement.

Desirable

• Proficiency in ServiceNow Performance Analytics or similar ITSM tools.
• Experience in automating and optimising processes using ServiceNow or other tools.
• Skills in managing and leading change initiatives within global IT functions.
• ITIL v3 or ITIL 4.

Role

• Collaborate with key stakeholders to gather requirements for the development and delivery of IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Identify and assess gaps in current process documentation templates to develop a comprehensive set of standardised templates, including process documentation, work instructions, process flow charts, IT support models, IT playbooks, system architecture diagrams, technical documentation, and IT Service Improvement plans.
• Ensure all documentation is maintained to high standards and adheres to best practices.
• Evaluate existing processes to pinpoint areas for improvement, enhancing efficiency and compliance.
• Develop and deliver training materials and sessions to empower IT teams, fostering a culture of excellence and embedding documentation practices within the group to ensure proficiency and expertise.
• Cultivate a culture of continuous improvement by proactively soliciting feedback and implementing changes to enhance documentation quality and effectiveness.
• Ensure all documentation is stored and structured in Managed Documents within ServiceNow, overseeing the ownership of documents by IT service owners, with a focus on improving the maturity of the module.
• Develop and maintain reporting metrics in ServiceNow Performance Analytics to measure the effectiveness and impact of documentation initiatives.
• Conduct regular audits and reviews of documentation to ensure accuracy, relevance, and compliance with industry standards.
• Ensure all documentation is stored in accessible, organised repositories managed in ServiceNow.
• Track and analyse how documentation is utilised within the group to identify areas for improvement and ensure it meets evolving needs.
• Enhance the maturity of systematic processes by assessing current procedures in ServiceNow, identifying potential enhancements, and leading initiatives to implement these improvements.
• Identify and assess risks associated with IT processes and propose effective mitigation strategies.
• Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes

Excellent client, team and opportunity, apply now!!