Create process documentation/workflows, knowledge articles and self‑service guidance for IT Services
Collect and document business requirements for project and process improvement/automation efforts
Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end‑to‑end use cases
Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed‑upon service levels
Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
Identify issues and risks
Bring inconsistencies and problems to the attention of management
Participate in the problem resolution
Track major incident management process and ensure adherence of the process and escalation requirements within the various support and deliv...