Process Analyst
San Jose, CA
Contract
Position Summary
IT Application Support organization is building a strategy to provide best-in-class Application Support services within IT. The IT Application Support Process Analyst will play a key role in developing this strategy in collaboration with the rest of the IT Application Support team and key stakeholders from across the IT organization including: Client Engagement, Enterprise Architecture, Program Management, Quality Assurance, Release Management, and System Administrators. Alongside this effort, the IT Application Support Process Analyst will also work to review, refine, redefine, and socialize current Application Support processes and practices within the larger IT organization. The successful applicant will have a single-minded, data-driven and customer-centered focus in all aspects of their work. This highly motivated individual will serve as an agent of change, driving improvements to IT Application Support services through a balanced mixture of emotional passion and intellectual rigor.
Responsibilities
Drive research and development of a new IT Application Support Strategy
Optimize and refine existing IT Application Support documentation and the IT Application Support Knowledge Management process
Develop and execute a communication plan to re-socialize the IT Application Support Readiness process across IT
Establish a new Demand Management process to enable efficient and effective estimation and utilization of resources required to support new and enhanced IT applications and services
Requirements
5+ years of production support experience in environments that have included a mixture of both custom-built and 3rd party IT applications and services
3+ years experience working with IT Managed Services providers
Bachelor´s and/or advanced degree
Excellent organizational, written, and oral communication and influencing skills
Proven ability to accurately gather, consolidate, analyze, document, and socialize IT processes and practices
First-rate project management, problem-solving, and collaborative decision-making skills
Solid grasp of IT frameworks and processes improvement methodologies
Ability to work effectively in a fast-paced, complex environment with multiple initiatives in motion at the same time
Experience creating and delivering reports for Executive Management
Is a change agent by recommending, adapting and implementing improvements in processes and systems
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