Senior IT Service Desk \ Business Process Analyst - SAP
The Senior IT Service Desk \ Business Process Analyst - (2 Month Contract) will be responsible for an IT Service Desk process Review.
- Experience in process definition in an IT organisation digitally transforming.
- Experience with ServiceNow essential
- Experience documenting both functional and non-functional requirements
- 5-10 years working as an IT Business Process/Analyst.
- Proven experience in the methodologies, processes and procedures associated with service desks (i.e. ITIL
- Experience with corresponding software/hardware requirements (i.e. helpdesk ticketing, workflow software
- Excellent communication skills (both verbal and written)
*ITIL Incident Management Review and improvement plan.
*KPI Review and performance analytics recommendation.
*Role definition for IT Service Desk undergoing Digital transformation.
*Associated learning maps definition for roles defined to support an IT Service Desk undergoing a Digital transformation