Job Description

POSITION SUMMARY The Process Analyst will be responsible for creating Visio process flows and standard operating procedures (SOPs) to support the IT organization in preparing for ISO9001 certification. This role involves capturing and documenting typical IT processes with a high level of detail to ensure compliance with ISO9001 standards. The individual will collaborate with cross-functional teams to gather and document process information, identify areas for improvement, and recommend solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES Process Documentation Requirements

• Develop detailed Visio process flows for various IT processes, ensuring clarity and accuracy.
• Create comprehensive standard operating procedures (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.

Other

• Completes all company training and follows established policies and procedures.
• Performs all other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum of 3-5 years of experience in process analysis or a similar role.
• Certification in ISO9001 or ITIL is preferred.
• Proficiency in Microsoft Visio for creating detailed process flows.
• Strong understanding of ISO9001 certification requirements and standards.
• Excellent written and verbal communication skills.
• Ability to analyze and document complex IT processes.
• Experience in developing standard operating procedures (SOPs).
• Strong attention to detail and organizational skills.
• Ability to work collaboratively with cross-functional teams.
• Knowledge of IT service management (ITSM) frameworks such as ITIL is a plus.

Preferred Location: Remote, but preferred location is Utah.

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