Process Coordinator / Vulnerability Management

iScale Solutions works with technology companies to effectively scale their development, support and operations processes.

Process and Procedure

• Maintain procedure and work instruction documentation in alignment with current client policies and Atos delivery standards for the activities executed by this position

• Identify additional areas for improvement or optimization

• Provide Audit evidence as requested

• Work with Service Delivery, Operations and Client colleagues to optimize and ensure service delivery satisfaction.

• 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 (entity descriptions, relationship descriptions, attribute definitions). Advises database designers and other application development team members on the details of data structures and associated components.

• Investigates corporate, client requirements, and applies data analysis, data modelling and quality assurance techniques to ensure policy and procedure compliance

Vulnerability Management

• Facilitate and provide over-site to the procedures for planning, scheduling and remediation of managed desktop devices for the desktop platforms supported in the environment

• Initiate requests for scheduling, reporting, etc.

• Generate Reports

• Interface with stakeholders and manage relationship between process and delivery of service always taking customer needs into consideration

• Responsible to maintain a process/procedure workflow that aligns with Security and Policy to ensure compliance for devices and meets KPI and SLA requirements

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.

General Knowledge/Skills

• English language proficiency, strong communicator via phone, video call or in person.

• Effective oral and written communication skills in formal as well as informal settings to communicate progress, risk, and issues to internally and with client

• Proficient use of Microsoft Office and/or Online Programs [Work, Excel, PowerPoint at a minimum]

• Experience working with data and information in shared collaboration tools (example: SharePoint)

• Ability to assess risk and make recommendations and/or decision on best mitigation strategy.

• Ability to utilize applications and tools to analyze and report data

• Familiar with using data and reports from database repositories for analysis

• Knowledge/Experience with desktop patching tools, procedures and standards for software and patch deployment, and remediating vulnerabilities.

• Skilled ability to utilize MS Excel to measure, analyze, and report [pivot table, graphs]

• Experience working within client requirements in an outsourced support setting.

• Always considers the impact of decisions and actions on the customer; Proactively seeks customer feedback and takes appropriate action

• Perceives issues from the point of view of the customer; is pro-active and effectively manages customer expectations.

• Ensures that all team members have the opportunity to contribute; Takes ownership and follows through on team decisions and actions within scope of process;

Work Schedule: 8PM - 8AM

Location: Ortigas

All your information will be kept confidential according to EEO guidelines.