IT Support Workflow Analyst

Job Description

Role & responsibilities Author realistic and complex IT tasks and their corresponding multi-step execution plans in clear, natural language, accurately mimicking real-world enterprise IT operations across ITAM, ITSM, and ITOM domains. Conduct rigorous, in-depth validation of created IT tasks and plans, critically reviewing them to ensure reflection of real-world IT team operations, processes, and inherent complexities, including adherence to ITIL best practices. Act as a central resource for IT process expertise, offering guidance and insights on complex scenarios, industry best practices, and potential edge cases to the entire data team. Identify and document discrepancies, inconsistencies, or gaps in IT process descriptions, proposing solutions for continuous data quality improvement. Contribute to the development of comprehensive guidelines and standards for IT task and plan creation, ensuring consistency and scalability of our datasets. Preferred candidate profile Bachelors degree in Engineering, Computer Science, Information Technology or equivalent Deep understanding of IT service management (ITIL v3/v4), IT domains (ITSM, ITOM, ITAM) and enterprise IT processes, ideally with ITIL Foundation certification or higher. Proven experience in IT process analysis, documentation, and improvement, or a similar role requiring detailed understanding of IT workflows. Experience with IT Service Management platforms like ServiceNow, Jira, or similar. Foundational understanding of scripting (e.g., Python) and JSON, with an ability to comprehend structured data formats like DSL/DSQL, to effectively collaborate with AI Data Engineers on text-to-JSON conversion and data pipeline processes. Exceptional attention to detail and a meticulous approach to data accuracy and validation. Strong analytical and problem-solving skills, with the ability to dissect complex IT scenarios and identify critical elements. Excellent written and verbal communication skills in English, with the ability to articulate complex IT concepts clearly and concisely. Nice to have Prior experience in a data-intensive role or working closely with data science/AI teams.