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Location/s: Bengaluru
Location/s: Bengaluru
Relocation supported:Not supported, but internal applications are welcome
Recruiter contact: Supriya Yadavalli
The IT Process Specialist works with a global team to lead documentation strategy efforts. Their primary responsibilities include developing and maturing IT documentation, as well as enhancing systemic processes. They are tasked with creating structured and professional corporate documents that meet high-quality standards and adhere to best practices.
They will design and implement a continuous programme to actively engage with IT teams, collecting insights and feedback to advance the development, maturity, and governance of IT documentation. This involves aligning documentation with systemic processes and consistently identifying opportunities for improvement. They will cultivate a culture of high-quality documentation and continuous improvement within IT, ensuring quality assurance and the delivery of documentation that adheres to industry standards and regulatory requirements.
This role requires exceptional research skills, meticulous attention to detail, and excellent writing abilities to convert complex technical concepts into clear, concise, and user-friendly content. Additionally, the IT Process Specialist must possess a solid understanding of IT Service Management (ITSM) processes and be well-versed in systematic processes within ITSM tools and technical systems to effectively create and manage documentation that supports the IT group.
Key Duties And Responsibilities Include
* 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
Essential
Candidate Specification:
* 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.
Personal Attributes
* Highly self-motivated and directed.
* Ability to think creatively and propose innovative solutions to improve ITSM processes.
* Ability to adapt to changing technologies and business environments.
* Strong team player who can work effectively with various departments globally.
* Strong focus on understanding and addressing customer pain points.
* Strong presentation, facilitation, and leadership skills to engage with senior management and stakeholders.
* Ability to balance demands and priorities and think clearly under pressure.
* Good analytical skills and attention to detail to identify discrepancies and drive them to closure.
* Proactive in identifying opportunities for improvement and driving change.
We Can Offer (subject To Company’s Policy)
* Agile and safe working environment
* Competitive annual leave and sick leaves
* Group incentive scheme
* Group term life insurance, Workmen’s compensation and Group medical insurance coverage
* Short and Long-term Global employment opportunities
* Global collaboration and knowledge sharing
* Digital Innovation and Transformation
Equality, diversity and inclusion
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.
Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.
Location(s):
Bengaluru, KA, IN Newcastle Upon Tyne, GB
Contract Type: Permanent
Work Pattern: Full Time
Market: Various
Discipline: Information technology
Job Ref: 8715
Recruiter Contact: Supriya Yadavalli
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Civil Engineering
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