IT Process Analyst

2 weeks ago

Stockholm, Sweden WSP Sverige Full time

About Us 
WSP is a global leader in engineering and professional services.  We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide.  In order to achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program.  This role is part of the newly formed Enterprise IT Service Management Organization, reporting into the Practice Director (Operation & Continual Improvement). 

Position Summary 
The Process Analyst is responsible for documenting and maintaining ITIL aligned standard operating procedures and work line instructions, and to provide training to IT Staff in support of all ITSM Processes. 

Job Responsibilities: 
Responsibilities of this role include (but are not limited to): 
• Support procedure transitional activity to enable our future state operating model. 
• Act as a subject matter expert in ITSM and other IT standard operating procedures. 
• Work with Practice Managers, the Process Architect and operations teams to document and maintain standard operating procedures in alignment with ITSM processes and collaborative ways of working. 
• Improve and simplify procedures where possible, incorporating feedback and findings from gap analysis work, process audits and maturity assessments. 
• Store all documentation in the appropriate repositories, for example the CMDB and/or Knowledge Base. 
• Develop and assist in the training and communication of standard operating procedures and collaborative ways of working to ensure full understanding and consistent application. 
• Provide SME support to operational readiness teams in creating/adjusting procedures as required. 

Skills and Qualifications: 
Required 
• Experience with documenting standard operating procedures including use of screen capture and basic graphic tools. 
• Experience or aptitude in developing and holding training sessions for IT staff, virtually or in person as required. 
• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard. 
• Solid knowledge and experience of ServiceNow. 
• Process orientated with a methodical and planned approach to achieving goals. 
• Excellent analytical, communication and documentation skills. 
• Be comfortable with ambiguity, thrive on change and engender a collaborative approach. 
• Act as an advocate for the IT Organisation both externally and internally. 

Preferred 
• Bachelor’s degree in Information Technology or a related field. 

Learn more & how to apply
Location - This position can be located at any of our WSP offices Globally.
Nordic locations can be our WSP offices in Sweden, Finland, Denmark or Norway.
Apply through this ad or contact Sr TA partner EMEAI/Nordics Henrik.Jansson@wsp.com if you are interested in learning more about the Nordic positions/locations.

We are looking forward to your application
Last application date 2024-05-26

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