Key Responsibilities
* Technical Documentation Development:
* Identify and document IT systems, services, and business processes
* Create SOPs, user manuals, process flows, and other materials
* Translate complex technical concepts into user-friendly documentation
* Ensure documentation aligns with regulatory, policy, and industry standards
* Process Mapping and Improvement:
* Collaborate with IT and business teams to document workflows
* Create BPMN diagrams, process maps, and data flow diagrams
* Analyse current processes to identify bottlenecks and suggest improvements
* Lead workshops to align business needs with documentation strategy
* Collaboration and Communication:
* Engage with teams across IT, Cyber Security, Architecture, and Governance
* Communicate process changes and documentation updates effectively
* Align documentation with broader IT strategies and ensure accessibility
* Promote best practices in documentation and process standardisation
Key Deliverables
* Support ICT Change Management uplift to ITIL v4
* Deliver GRC documentation for Application Services
* Drive improvements for ServiceNow software request processes
* Manage CAB/TCAB meeting minutes, actions, and administration
* Maintain SharePoint content for Application Services and ICT Change
Candidate Profile
* Proven experience in business analysis within ICT environments
* Solid skills in documentation development and technical writing
* Experience with BPMN, process mapping, and improvement initiative
* Familiarity with ITIL, Lean, or Six Sigma frameworks
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