Job Description

Hi ..!!!
Greetings from Highpoints Technologies India Pvt Ltd.

We are hiring for ITIL process documentation
We are looking for immediate joiners (less than 30 days)

Job Location: Hyderabad, Bangalore
Employment Type: C2H
Experience: 5 years

Position Summary
Reporting to the Director of ITIL Center Of Excellence, the Process Document Specialist is responsible for
creating, organizing, and maintaining detailed process documentation for various business functions
within the organization. This role involves collaborating with subject matter experts, stakeholders, clients,
and team members to capture, document, and communicate processes effectively. The Process
Document Specialist plays a crucial role in enhancing operational efficiency, ensuring compliance, and
supporting continuous improvement initiatives with company policies and various international quality
standards including ISO/IEC 20000 (IT Service Management Code of Practices.) A qualified candidate
will have recent experience developing and managing multimedia content of a company's global
ITIL/ITSM program, and possess accredited ITIL certifications.
In addition, this person will assist with improvements to current internal managed services methodologies,
recommend new processes, procedures, and provide analytical support, training, and guidance to other
teams as needed. Working with numerous remote team members spread across multiple time zones is
required in this role.
Essential Duties & Responsibilities
Develop the overarching business and management framework for governance and management
of the enterprise service management program's documentation and multimedia content.
Standardize content describing ITIL-based ITSM processes, including Incident Management,
Problem Management, Change Management, Release Management, Service Request
Management, and other related processes to enable optimal service delivery by support and
leadership teams.
Collaborate with cross-functional teams to establish improvement goals, key performance
indicators (KPIs), and targets.
Conduct regular reviews and audits of process documentation to ensure accuracy and relevance
Implement feedback mechanisms to capture insights from users for continuous improvement
Maintain comprehensive documentation of ITSM processes, including process flows, standard
operating procedures (SOPs), and work instructions.
Identify and mitigate risks and obstacles that may impede the success of projects, proactively
addressing challenges and implementing appropriate solutions.
Stay up to date with industry trends and best practices in documentation methodologies, tools,
and techniques, and provide recommendations for their application within the organization.
Some International travel may be required.
Additional Duties & Responsibilities
Demonstrate high levels of energy in your leadership.
Advocate for the team and uphold our culture of accountability through effective communication.
Strive for excellence and maintain high-quality standards in all work performed.
Foster trusted advisor relationships with business partners by demonstrating credibility, reliability,
empathy, and a focus on their needs.
Perform additional job-related duties and responsibilities as assigned.

Job Description Process Documentation Specialist

Qualifications/Skills/Experience
Education
Bachelor or master's degree in Computer Science or related field, or equivalent work experience
Locations
São Paulo Brazil
Experience
5+ years of experience in process documentation
Proven experience in developing and leading technical writing and documentation programs
Analytical mindset with ability to assess complex situations and provide practical solutions
Working knowledge and understanding of ITIL and IT Service Management, and COBIT 5.
Consulting experience is a plus

Skills
Advanced knowledge of ITIL best practices, IT Service Management and managed services.
Broad experience in service management systems like ServiceNow, Salesforce Service Cloud,
Cherwell, and Jira.
Ability to be persuasive and influence customer relationships in a positive direction
Skills in MS Office Suite (Word, Visio, Excel, Power Point, MS Teams, etc.)
Skills in multimedia tools (Camtasia, Canva, You Tube, Audacity, etc.)
Ability to multitask, managing competing priorities and administrative tasks.

JOB TYPE

Function

IT

Skills

Process Document
COBIT 5

HighPoints Technologies India Private Limited

About Recruiter
Harika

Functions

IT

Industry

Other

Skills/Roles

IT

LEVEL HIRING FOR

Junior Level,
Mid Level,
High Level

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