What are the responsibilities and job description for the IT Process & Knowledge Management Specialist position at TEEMA?
- This position assists in providing documentation to support the Server Administration and Sustainment
- Utilize available enterprise tools documenting processes.
- Consolidate all documentation and store in a Service Now
- Review existing documentation and review structure and update
- Monitor and follow up Procedures
- Create SOPs, Guidelines, How-To documentation
- Consolidate and centralize all of the Server Support Team’s documentation.
- Work with Supervisors and SMEs to understand current processes and document
- Design and develop end-to-end processes and procedures
- Create Process and Procedures for Revision Control.
- Create and manage Playbooks and Run Books
- Communicate and enforce best practices
- Use established tools to track hardware and software assets.
- Assist with informing/sharing new documentation/information with appropriate IT groups.
- Review inbound tickets and assign to appropriate support personnel
- Monitor tickets to ensure they meet SLA requirements.
- Assist and documentation related to Problem Management and Root Cause Analysis.
- Meet with Service Now team monthly to review ticket management and review process changes
Salary : $40 - $48
