What are the responsibilities and job description for the IT Process Analyst position at Novel Technology Services?
IT Process Analyst :
Location : Remote Central, Mountain, or Pacific Time Zones
Employment Type : Contact 10 month
Statement of Work
Project Title : 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 :
- 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.
- 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.
- 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.
Requirements
