IT ISO Analyst

IT Process Documentation and Standard Operating Procedures (SOPs)

Development

Objective: To develop detailed process documentation and SOPs for various IT processes,

ensuring alignment with ISO9001 certification requirements and providing comprehensive

training and support to IT staff.

Scope of Work:

1. Process Documentation Requirements:

· Develop detailed Visio process flows for various IT processes, ensuring

clarity and accuracy.

· Create comprehensive SOPs that align with ISO9001 certification

requirements.

· Collaborate with cross-functional teams to gather and document process

information.

· Identify and document typical IT processes, including but not limited to

incident management, change management, and service request

management.

· Ensure all process documentation is maintained and updated regularly.

· Conduct process analysis to identify areas for improvement and

recommend solutions.

· Provide training and support to IT staff on newly developed processes and

procedures.

2. Typical Processes Captured:

· Incident Management: Documenting the steps for identifying, logging,

categorizing, prioritizing, and resolving incidents.

· Change Management: Outlining the process for requesting, assessing,

approving, and implementing changes to IT systems.

· Service Request Management: Detailing the procedure for handling

service requests from initiation to fulfillment.

· Problem Management: Capturing the process for identifying, analyzing,

and resolving underlying issues causing incidents.

· Configuration Management: Documenting the steps for maintaining

information about configuration items required to deliver IT services.

3. Level of Detail:

· High-Level Overview: Providing a summary of the process, including

objectives and key steps.

· Detailed Steps: Describing each step in the process with specific actions,

responsible parties, and timelines.

· Flowcharts: Visual representations of the process flow using Visio

diagrams.

· Supporting Documentation: Including templates, forms, and checklists

required for each process.

We need a Contractor for 10 Month Engagement.

Background Requirements:

● IT Process Analyst / with ITIL-ITSM background

● Technical Writer

● Excellent English Speaking and Writing Skills

● Time Zone: Central/Mountain Time (Pacific considered)

Plus:

● ISO standards knowledge/experience is a Major Plus

Required Skillset:

· Proficiency in developing Visio process flows.

· Experience in creating SOPs that align with ISO9001 certification requirements.

· Strong collaboration skills to work with cross-functional teams.

· Ability to identify and document IT processes such as incident management,

change management, and service request management.

· Experience in conducting process analysis and recommending improvements.

· Excellent training and support skills for IT staff.

· Strong attention to detail and ability to maintain and update documentation

regularly.