Required Skills & Experience
- Bachelor’s degree in information technology, Business, or a related field, or equivalent practical experience
- 5-7 years of experience in IT operations, service management, process analysis, or IT compliance and or governance
- Working knowledge of IT service management frameworks (e.g., ITIL) and operational best practices
- Experience documenting and improving processes in a complex enterprise IT environment
- Strong analytical, problem-solving, and organizational skills
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively across technical and non-technical teams
Nice to Have Skills & Experience
- ITIL Foundation or higher certification
- Process improvement or Lean/Six Sigma framework
- Knowledge of GRC, risk management, audit support, or compliance programs
- Familiarity with service management tools (e.g., ServiceNow)
- Strong knowledge of service delivery processes and best practices.
- Experience with project management tools and methodologies.
- Excellent communication and interpersonal skills for effective collaboration.
- Ability to analyze data and generate performance reports.
- Leadership skills to guide teams and manage stakeholder expectations.
- Familiarity with various IT systems and software applications.
- Problem-solving skills to address and resolve service-related issues.
Job Description
- Analyze, document, and maintain IT processes, standards, and procedures across service management, security, and operations
- Support the design, implementation, and continuous improvement of IT practices aligned with frameworks such as ITIL, COBIT, and internal governance models
- Partner with IT teams to assess process gaps, risks, and inefficiencies, and recommend improvement opportunities
- Develop and maintain process documentation, workflows, RACI models, and standard operating procedures (SOPs)
- Support audits, risk assessments, and compliance activities by gathering evidence, tracking remediation actions, and ensuring documentation accuracy
- Track and report on IT process performance using KPIs, metrics, and dashboards
- Facilitate process reviews, workshops, and stakeholder discussions to drive adoption and standardization
- Assist with service delivery management activities o Coordinate schedules and allocate resources effectively to meet service delivery objectives and deadlines. o Monitor service performance metrics, identify improvement opportunities, and implement necessary changes. o Develop and maintain strong relationships with stakeholders to ensure alignment of IT services with business requirements. o Ensure compliance with IT governance frameworks and industry standards in service delivery processes. o Collaborate with other departments to ensure seamless integration of IT services across the organization. o Assist in budgeting and financial management related to IT service delivery, aiming to meet sales targets and reduce costs.
- Data analysis o Consulting with IT senior leaders and other business leaders to identify improvement opportunities o Creating reports for internal teams, external clients and/or stakeholders o Collaborating with team members to collect and analyze data o Visualizing data with graphs, infographics and other methods o Establishing KPIs to measure the effectiveness of business decisions o Structuring large data sets to find usable information o Processing information with a team of analysts and other associates o Crafting presentations and reports based on recommendations and findings
- Ensure alignment between IT practices and business objectives
- Stay current on industry trends, regulatory requirements, and emerging best practices in IT operations and governance