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Process Analyst

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amaris

18d ago

  • Job
    Full-time
    Mid & Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Madrid
    Remote

AI generated summary

  • You must have ITIL 4 Foundation certification, 4-6 years in process analysis/ITSM, 2 years in ITIL problem management, experience with ITSM tools, strong analytical skills, and fluent in English and Spanish.
  • You will design and optimize processes, manage IT service workflows, conduct root cause analysis, improve functionality, maintain documentation, train users, and liaise between teams.

Requirements

  • ITIL 4 Foundation Certification (mandatory).
  • ITIL 4 Managing Professional or certifications focused on problem management or continuous improvement.
  • 4 to 6 years of experience in process analysis and IT service management.
  • Minimum 2 years of practical experience managing processes under ITIL, with a focus on functional problem management.
  • Strong knowledge of the ITIL 4 framework, particularly in problem management, incident management, and continuous improvement.
  • Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar.
  • Ability to conduct root cause analysis (RCA) and propose functional solutions.
  • Basic knowledge of analytical and functional reporting tools (preferred).
  • Excellent analytical and problem-solving skills.
  • Effective communication with functional teams, technical teams, and stakeholders.
  • Strong organizational and prioritization skills to handle problems and projects simultaneously.
  • Fluent in English and Spanish.

Responsibilities

  • Design, implement, and optimize functional processes aligned with the ITIL 4 framework.
  • Ensure efficient workflows for IT service management, meeting business objectives.
  • Identify, log, and prioritize functional issues in IT systems and services.
  • Conduct root cause analysis (RCA) for recurring problems, collaborating with both technical and functional teams.
  • Ensure preventive and corrective solutions are implemented to avoid problem recurrence.
  • Oversee and coordinate the proper execution of processes related to incidents and service requests.
  • Propose functional improvements based on data-driven insights and performance metrics.
  • Create and maintain up-to-date functional documentation for processes and policies.
  • Present reports on the status and performance of functional problems to management and key stakeholders.
  • Train functional users on ITIL best practices related to problem and incident management.
  • Act as a liaison between functional and technical areas to ensure clear and effective communication.

FAQs

What are the mandatory qualifications for the Process Analyst position?

The mandatory qualification for the Process Analyst position is an ITIL 4 Foundation Certification.

How many years of experience are required for this role?

A minimum of 4 to 6 years of experience in process analysis and IT service management is required for this role.

Is fluency in other languages necessary for the position?

Yes, fluency in both English and Spanish is required for the Process Analyst position.

What tools do I need to be familiar with for this role?

Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar tools is required.

What will be my main responsibilities as a Process Analyst?

Your main responsibilities will include process management and optimization, problem management, incident management, documentation and reporting, and training and coordination.

Does the company provide training and professional development opportunities?

Yes, the company enhances your skills through various programs, including a Tech Academy catalog, Udemy E-learning Platform, languages sessions, webinars, and workshops, as well as an annual personal training budget.

What types of benefits and social support does Amaris Consulting offer?

Amaris Consulting offers flexible policies, remote work options, transit and restaurant tickets, kindergarten support, private health insurance, and the WeCare program for employees in critical situations.

Will I be part of a diverse and inclusive work environment?

Yes, Amaris Consulting is committed to promoting diversity within the workforce and creating an inclusive working environment, welcoming applications from all qualified candidates regardless of various characteristics.

What is the recruitment process like for this position?

The recruitment process typically consists of a brief call, multiple interviews (usually averaging three), and possibly a case study or technical assessment, depending on the position.

What kind of support will I receive from the company as I develop my career?

You will receive a tailored career path and salary evaluation, along with opportunities for growth within a company where 70% of senior leaders started at entry level.

Your stepping stone

Consulting
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Amaris is a global consulting firm specializing in business and technology services. They provide expertise in strategy, management, IT, and engineering, helping organizations improve their performance and navigate complex challenges. Their mission is to deliver innovative solutions and drive sustainable growth for their clients through a combination of consulting, digital transformation, and project management.