IT Process Documentation and Standard Operating Procedures (SOPs)
Development
Objective: To develop detailed process documentation and SOPs for various IT processes,
ensuring alignment with ISO9001 certification requirements and providing comprehensive
training and support to IT staff.
Scope of Work:
1. Process Documentation Requirements:
• Develop detailed Visio process flows for various IT processes, ensuring
clarity and accuracy.
• Create comprehensive 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.
2. 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.
3. 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.
We need a Contractor for 10 Month Engagement.
Background Requirements:
• IT Process Analyst / with ITIL-ITSM background
• Technical Writer
• Excellent English Speaking and Writing Skills
• Time Zone: Central/Mountain Time (Pacific considered)
Plus:
• ISO standards knowledge/experience is a Major Plus
Required Skillset:
• Proficiency in developing Visio process flows.
• Experience in creating SOPs that align with ISO9001 certification requirements.
• Strong collaboration skills to work with cross-functional teams.
• Ability to identify and document IT processes such as incident management,
change management, and service request management.
• Experience in conducting process analysis and recommending improvements.
• Excellent training and support skills for IT staff.
• Strong attention to detail and ability to maintain and update documentation
regularly.
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