Process Analyst

Job Description:

Summary:

The Process Analyst mission to ensure that standard ITIL processes are utilised on an account, that where there are exceptions these are clearly documented and that the process is understood throughout the delivery organisation.

Job Responsibilities:

The Process Analyst is accountable for the implementation of DXC standard ITSM processes, identifying where account specific instructions may be needed.

Process Execution:

This section details the operational activities performed by individuals performing this role

Activities:

• Review and update documentation to follow the DXC global standard ITSM processes and templates.
• Prepare communications of the processes for Delivery Teams and Account.
• Perform training on the processes to Delivery Teams and Account.
• Work with the customer / 3rd Parties where required to ensure touch ponts between the various parties are clearly understood and articulated.

Process Governance and Ownership:

This section details the governance activities, process documentation ownership and maintenance and related improvement activities performed by individuals performing this role

Activities:

• Ensures the overall effectiveness and execution of the process for a Customer
• Ensures the creation and maintenance of account process documentation– where applicable
• Obtains approvals from Regional Process Leads for process documentation
• Ensures the process is defined, documented, maintained, communicated and trained at an account level
• Ensures the tools and roles are implemented within the account to sufficiently support the process in line with Global Standards
• Ensures compliance with processes, policies, standards and best practices for a Customer
• Manages account process improvement programs through the formation and coordination of an account process team, made up of individuals performing operational process roles
• Member of the regional Community of Practice in which the account is based
• Obtains approval of global process enhancements at an account level
• Cascades global process enhancements and improvements into an account
• Escalates process issues to Global Process Leadership Team as appropriate
• Maintain an account process SharePoint site that contains at a minimum (Account process documentation; Meeting documentation; Metrics; Contacts List)
• Verify the process related activities within the on-boarding checklist are completed

Key deliverables/measures:

• Account Process Documentand related documentation are available and up to date
• Process and related documentation aligned as close as possible to Global Standards
• Able to answer majority of Change Management process specific questions
• Account action list/continuous improvement plan exists, is acted upon and kept up to date

Working relationships:

Internal:

• Delivery Teams
• Counterparts from other Process Areas
• Account Run Lead (ARLs)
• Regional SM ChgM and RlsM Process Lead, Subject Matter Experts and Process Owners
• On-Boarding Team
• Internal auditors

External:

• Customer personnel involved in Service Management process roles
• External auditors

Education (degree) and professional experience required:

• Relevant industry experience is considered an advantage

• A minimum of 2 years related experience in the same position or similar
• Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe

Technical Skills:

• ITIL expertise: ITIL 4 certification is considered an advantage
• Process Tool(s): understanding or knowledge of toolssupporting the process, e.g. ServiceNow, Service Manager
• Process & Quality Management: the act of planning and monitoring the performance of a process
• Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements
• Problem Resolution: ability to resolve escalation issues or problems
• Risk Management: identification and management or mitigation of risks
• General Project Management
• Business Analysis
• English Spoken and Written Skills: ability to communicate and make himself/herself understood verbally and in writing
• Service Portfolio Knowledge
• MS Office

Soft Skills:

• Communication: ability to effectively communicate thoughts and messages to others in various mediums (presentations, emails, etc.)
• Structure thinking: ability to work in a structured way
• Customer Focus: ability to put the customers’ needs first
• Diplomacy: ability to manage teams or people with tact
• Diversity: ability to understand and integrate diverse opinions

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