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Business Process Analyst
Ref No.: 18-04562
Location: Clarks Summit, Pennsylvania
Business Process Analyst

SUMMARY
  • Responsible for the translation of documented and undocumented procedures, verbal descriptions and other directions into a standardized Process template which will include high-level process descriptions, detailed step by step directions, roles and responsibilities, RACI chart and Visio flow diagrams.
  • The technical writer will be required to review existing documentation, conduct interviews with IT Operations resources and observe technicians as they execute processes. The technical writer will be expected to use this information coupled with their own operations experience to facilitate the complete and accurate documentation of each process. A wide degree of Operations experience, excellent writing skills and awareness of process flows is expected.
RESPONSIBILITIES
  • Analysis of processes used to resolve IT Operations service Requests and Incidents.
  • Review multiple Standard Operating Procedures (SOPs), documents and web forms for Operations tasks
  • Work with SMEs to gather details required to complete specified tasks
  • Organize and facilitate meetings with Operations SMEs to validate SOPs
  • Complete Process template summarizing the operational activities, highlighting any gaps or conflicts that need to be addressed
  • Complete walk-throughs of final documentation with SMEs to validate accuracy of documented activities
MUST HAVE SKILLS:
  • Technical writing skills; the ability to summarize complex concepts and processes clearly in documents
  • Understanding of infrastructure technologies, Windows OR Unix/Linux Servers, Storage, Monitoring, Scheduling and ID Access Management
  • Ability to elicit process fulfillment steps from Operations subject matter experts
  • Ability to quickly absorb new technology, product concepts and terminology

REQUIRED EXPERIENCE
  • Experience in preparing Business Process models or Process Workflow diagrams in Visio for Infrastructure Services
  • Experience creating RACI documents
  • Understanding of IT Infrastructure audit controls a plus
  • Technical writing skills; the ability to summarize complex concepts and processes clearly in documents