Hybrid Process Analyst, IT Process Analysis

Posted 2 months ago

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About the role

  • Own the end-to-end Knowledge Management process within the GSEP (ServiceNow) Platform and ensure overall quality of the GSEP knowledge management module
  • Act as steward of IT knowledge standards and liaison between the GSEP Program Team & knowledge management user community
  • Define, deploy, evaluate, educate, and support IT knowledge process workflow analysis
  • Maintain IT knowledge process governance and Access Control Policy
  • Identify KPIs for continuous improvement and host KM community practice meetings
  • Lead risk and opportunity evaluations and define strategic/tactical implementation plans
  • Host user group meetings and HR KM team meetings to share best practices and negotiate changes
  • Team with Incident Management & Service Desk Operations to ensure data quality & continuity
  • Leverage ServiceNow to optimize KM onboarding for Service Desk
  • Publish daily new and updated knowledge content in ITSM space and maintain KM training materials
  • Perform scheduled & unscheduled audits of GSEP knowledge for quality, continuity & adherence to standards
  • Maintain knowledge base architecture & parameters and consult/train new KM practitioners

Requirements

  • Understanding of ServiceNow (GSEP) knowledge management
  • Technical writing/editing skills with high attention to detail and standardization
  • Experience supporting or implementing a large-scale IT knowledge base/content management system (including taxonomy and architecture)
  • Project Management & LEAN experience
  • Demonstrated ability to work in a dynamic, fast-paced environment
  • Ability to build strong networks across organization boundaries (preferred)
  • Understanding of IT services, service readiness and required deliverables/outcomes (preferred)
  • Working knowledge of basic IT Service Management and Service Desk operating procedures (preferred)
  • Experience with software implementation programs in a large-scale environment (preferred)
  • Analytical skills and ability to use SAFe Agile methodology (preferred)
  • Work Authorisation: current legal authorisation to work immediately in Poland (required)
  • Visa Sponsorship: Employer will not sponsor applicants for employment visa status

Benefits

  • Market competitive salary and performance-based incentive program
  • Flexible working hours
  • Additional paid days off for Christmas break (December 24th-January 1st)
  • Virtual learning tools and platforms for professional development
  • Learning Together Program and MyBenefit program
  • Employee Recognition Program
  • Medical Plan (Medicover/LuxMed) and life insurance (Warta S.A.) for you and your Family
  • Employee Pension Scheme (PPE)
  • Friendly and inclusive workplace atmosphere
  • Cooperation with an international team and global engineering team

Job title

Process Analyst, IT Process Analysis

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

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