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As part of Endava Managed Services’ Service Management team, the primary focus of the ITIL Process Analyst is to be responsible for developing and ensuring that the processes and documentation with Endava’s Managed Services department are created, approved and fit for the purpose of service delivery. Strict adherence to industry best-practice, governance and certification requirements is essential.
The role holder will need the confidence, determination and discipline to lead and drive the process review and development of all processes across Managed Services. They will need to be able to evaluate and interpret client ITIL requirements and assess existing ITIL business solutions, methods, and tools for their suitability. The role holder will be required to be in regular contact with all levels of the organisation and will need to be influential, persuasive and results-oriented.
Responsibilities:
• Be entirely responsible for the development and generation of processes, procedures with any associated work flows
• Capture and understand SLAs and contractual requirements
• Understand technical concepts and use-cases and how they relate to practical and useable processes
• Drive and shape process development and improvements
• Review and update processes to ensure they meet service delivery requirements; identify any weaknesses in existing processes and understand their underlying causes
• Organise and run stakeholder meetings, workshops with Subject Matter Experts and focus groups
• Generate SOPs and training materials where necessary
• Identify, assess and address issues and risks to service delivery
• Ensure documentation conforms to required standards
• Develop clear and detailed processes mapped to business requirements, seeking stakeholder input followed by sign-off and acceptance
• Translate existing external client processes into a system that meets Endava’s service delivery requirements
• Work with the Service Transition Manager and Service Manager to ensure that transitions are delivered complete and on-time.
Mandatory skills:
• Excellent written and verbal communication skills in English
• Experience of working within a busy and complex IT customer services and support operation
• Experience of direct communication with senior management and technical staff
• A clear understanding of the relationship between IT and Business with the ability to quickly assess the key requirements and information needed to shape and develop processes
• Previous experience in a process engineer role with an understanding of document management/control, and the distinctions between processes, procedures and work instructions
• Good MS Visio and PowerPoint tools to create process/business flow diagrams and presentations
• ITIL Foundation certification
Endava is a well-established IT Services company, with over 600 staff operating from our headquarters in London and offices in the UK (London, Oxford), USA (New York), Romania (Bucharest, Cluj-Napoca, Iasi) and Moldova (Chisinau).
We design, implement and manage business-critical systems and digital services for the financial services, telecommunications, media & entertainment and professional services sectors.
Endava is a fast growing organisation where you will find an international environment and rewarding opportunities. You will be involved in challenging projects for some of the world’s leading companies and use proven technology practice.
We always aim to attract the most talented IT professionals as well as experienced business specialists. We foster an environment of learning and sharing, encouraging our staff to develop relevant skills and increase performance. We value proactive professionals and support them in developing their leadership talent.
