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Tier-1 brand, metro Pune location, and mid-level generalist role increase applicant competition.
Process, ITSM and knowledge-management skills transfer across industries, though banking domain nuance exists.
Specific ITIL, ServiceNow and analytics/tool requirements exist, but no explicit years mandated.
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Maintain and ensure accuracy of Process and Knowledge artefacts within Knowledge End User and Controls Portal.
Create and manage process documentation, workflows, knowledge articles, and self-service guidance to support IT Services and Business operations.
Analyze process performance through maturity assessments and MI reports, facilitating process improvements and automation initiatives.
College or University degree and/or relevant proven work experience in process workflow initiatives.
Previous experience as a Process and Knowledge Analyst or in Business Process, Technology, or Financial Management.
Experience with at least two ITIL processes (e.g., Incident, Major Incident, Request, Problem, Release, Change, Capacity, Configuration).
Competence in tools including ADO, SharePoint, MS Office, MIRO, Visio, SQL scripting, ServiceNow, Azure, Snowflake, and Power BI.
Experienced in managing complex process workflow initiatives with proficiency in analytical and data-driven approaches.
Capable of ownership and accountability for maintaining high-quality, accurate knowledge content and process documentation.
Skilled in stakeholder management, with ability to facilitate process improvements and automation in collaborative environments.