Key Responsibilities:
1) Process Gap Identification & Optimization
- Assist in spotting process gaps and inefficiencies using simple data checks and stakeholder input.
- With mentorship, reference ITIL, ISO 9001, and ISO/IEC 20000 guidance to understand and suggest better practices.
- Propose lowrisk, highimpact improvements; help track actions and outcomes.
2) Process Mapping & Documentation
- Help create and maintain ASIS and TOBE process maps for incident, problem, change, and request.
- Draft workflows, RACI, basic controls/KPIs, and handover points with senior guidance.
- Maintain SOPs, runbooks, work instructions, and governance docs for operational consistency.
3) Continual Service Improvement (CSI)
- Contribute to small CSI initiatives aligned with team goals.
- Apply basic Lean/Six Sigma (DMAIC) concepts (with coaching) to improve speed and quality.
- Track simple outcomes: time saved, MTTR trends, SLA attainment improvements.
- Support postincident learning and knowledge sharing.
4) Automation & Service Enablement
- Build basic Python (pandas) scripts for repetitive tasks (data cleaning, Excel/CSV consolidation, validations, SharePoint/Excel ops).
- Create Power BI visuals and simple service dashboards (SLA attainment, MTTR, reopen rate, change failure rate); assist with scheduled refresh.
- Configure Power Automate cloud flows (alerts/approvals, refresh monitoring, handoffs) using templates and best practices.
- Cloud automation (guided exposure): assist in Azure automation tasks (Automation runbooks, Logic Apps/Functions basics, ARM/Bicep or Terraform reviews, CI/CD in Azure DevOps/GitHub Actions).
- Training & enablement: draft quickstart guides, onepagers, and short howto videos; support brownbag demos and collect feedback.
Required Skills & Experience:
Experience
- 12 years of experience (or internships + 1 year) in IT operations/service delivery/analytics/automation.
- Evidence of handson work (GitHub/portfolio, PBIX samples, flow exports, or process docs).
- Exposure to hybrid environments (cloud/onprem/data center) is a plus, not mandatory.
ITSM, Quality & Improvement Knowledge
- Working familiarity with ITIL: Incident, Problem, Change, Service Request, and CSI.
- Basic Lean/Six Sigma (DMAIC) familiarity from coursework or selflearning.
Technical & Tooling Knowledge
- Python: pandas, file handling (Excel/CSV), simple APIs, logging basics.
- Power BI: Power Query basics, simple DAX measures, data model fundamentals, scheduled refresh.
- Power Automate: cloud flows in the Microsoft 365 ecosystem (SharePoint/OneDrive/Teams).
- Cloud (exposure): Azure/AWS concepts; interest in automation (Azure Functions/Logic Apps, runbooks; Bicep/Terraform basics).
- Supporting: foundational SQL, advanced Excel, and familiarity with Git (GitHub/Azure DevOps).
- Training content creation: confidence in writing SOPs/runbooks, building concise slides, and recording short howto videos (e.g., Stream/Teams/Loom).
Certifications:
- Mandatory: None.
- Nice to have / Supported postjoining:
- ITIL Foundation (or obtain within 6 months)
- PL300 (Power BI Data Analyst) or AZ900 (Azure Fundamentals)
- Six Sigma Yellow Belt
- ISO 9001 Internal Auditor or ISO/IEC 20000 Foundation (optional)
