Process Coordinator / Vulnerability Management

Qualifications (desirable):

Experience:

• 4+ years - Managing procedures within a cross functional/ matrix environment

• 4+ years - Managing deployment of software, configuration and patch releases to desktop devices [Windows and Mac operating systems] at the enterprise level

• 4+ years - Experience in an ITIL structured support environment

• Experience in an IT support environment for end user devices

• Experience working directly with customers to manage delivery of service and respond to change

• Knowledge of basic IT Service components related to Operating Systems, Networking, Security, and Device Configuration

Education and Knowledge

• Bachelor Degree and/or Certification:

• Business Process Development/ Management

• ITIL

• Lean/Six Sigma

• Risk, Quality, Change, Problem Management

Knowledge, Skills & Experience (Essential):

• Data Analysis [SFIA - DTAN] Review data and draw conclusions to evaluate process effectiveness

• Applies data analysis, data modelling, and quality assurance techniques, based upon a detailed understanding of business processes, to establish, modify or maintain data structures and associated components

• Advises team members on the details of data structures and associated components.

• Investigates client/corporate/process data requirements, and applies data analysis, data modelling and quality assurance techniques, to establish, modify or maintain data structures and their associated components (entity descriptions, relationship descriptions, attribute definitions).

• Provides advice and guidance to analysts and others using the data structures and associated components to perform vulnerability remediation.

Requirements definition and management [SFIA – REQM]

• Elicits and discovers requirements from operational management and other stakeholders.

• Selects appropriate techniques for the elicitation of detailed requirements taking into account the nature of the required changes, established practice and the characteristics and culture of those providing the requirements.

• Specifies and documents business and process requirements as directed, ensuring traceability back to source.

• Analyzes requests for adherence to business objectives and for consistency, challenging positively as appropriate.

• Works with stakeholders to prioritize requirements.

Information Analysis (SFIA - INAN)

• Validation and analysis of information, including the ability to discover and quantify patterns in data of any kind, including numbers, symbols, text, sound and image.

• Investigation, evaluation, interpretation and classification of data,

• Define and clarify information structures to validate and describe the relationships between components.

• Ability to identify risk and risk mitigation strategies

• Define process, analysis of process effectiveness and opportunity for process improvement

Change and Problem Management (SFIA- CHMG)

• Assesses, analyses, develops, documents and implements changes based on requests for change.

• Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.

• Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

• Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures.