IT Process Analyst

IT Process Analyst:

Location: Remote Central, Mountain, or Pacific Time Zones

Employment Type: Contact 10 month

Statement of Work 

Project Title: IT Process Documentation and Standard Operating Procedures (SOPs) Development 

Objective: To develop detailed process documentation and SOPs for various IT processes, ensuring alignment with ISO9001 certification requirements and providing comprehensive training and support to IT staff. 

Scope of Work: 

• Process Documentation Requirements: 
• Develop detailed Visio process flows for various IT processes, ensuring clarity and accuracy. 
• Create comprehensive SOPs that align with ISO9001 certification requirements. 
• Collaborate with cross-functional teams to gather and document process information. 
• Identify and document typical IT processes, including but not limited to incident management, change management, and service request management. 
• Ensure all process documentation is maintained and updated regularly. · Conduct process analysis to identify areas for improvement and recommend solutions. 
• Provide training and support to IT staff on newly developed processes and procedures. 
• Typical Processes Captured: 
• Incident Management: Documenting the steps for identifying, logging, categorizing, prioritizing, and resolving incidents. 
• Change Management: Outlining the process for requesting, assessing, approving, and implementing changes to IT systems. 
• Service Request Management: Detailing the procedure for handling service requests from initiation to fulfillment.
• Problem Management: Capturing the process for identifying, analyzing, and resolving underlying issues causing incidents. 
• Configuration Management: Documenting the steps for maintaining information about configuration items required to deliver IT services. 
• Level of Detail: 
• High-Level Overview: Providing a summary of the process, including objectives and key steps. 
• Detailed Steps: Describing each step in the process with specific actions, responsible parties, and timelines. 
• Flowcharts: Visual representations of the process flow using Visio diagrams. 
• Supporting Documentation: Including templates, forms, and checklists required for each process. 

Requirements

• Required Skillset: 
• Proficiency in developing Visio process flows. 
• Experience in creating SOPs that align with ISO9001 certification requirements. 
• Strong collaboration skills to work with cross-functional teams. 
• Ability to identify and document IT processes such as incident management, change management, and service request management. 
• Experience in conducting process analysis and recommending improvements. · Excellent training and support skills for IT staff. 
• Strong attention to detail and ability to maintain and update documentation regularly.