ITIL Process Practitioner Knowledge and Availability

The Process Practitioner for Knowledge and Availability ESSENTIAL DUTIES & RESPONSIBILITIES: Availability Management practice will work with technical resources and Defining and improving the process of availability management (i.e. system and network availability, as well as Service desk response and resolution SLA Collaboration: The role involves working with technical resources and other stakeholders to confirm the impact of outages Reporting and Analysis : Practitioners are responsible for publishing monthly availability statistics and performing analysis on trending incidents that impact availability Knowledge Management. Knowledge Capture and Creation: Collect and document key knowledge from various sources, including incidents, problems, changes, service reports, and collaboration with subject matter experts (SMEs). Create and maintain knowledge articles that cover a wide range of topics, including troubleshooting guides, FAQs, operational procedures, and best practices. Knowledge Sharing and Distribution: Ensure that knowledge is effectively shared across the organization, making it accessible to all relevant stakeholders such as support teams, IT operations, and business users. Use various platforms (e.g., knowledge bases, wikis, intranets, and collaborative tools) to distribute knowledge and encourage its use in day-to-day operations. Knowledge Management System (KMS) Maintenance: Manage and maintain the Knowledge Management system (KMS), ensuring that it is well-organized, up-to-date, and easily searchable. Regularly review and update knowledge articles to keep them relevant, accurate, and aligned with current business and IT processes. Ensure that the KMS follows defined governance and lifecycle processes (e.g., approval workflows, document version control, and archiving). Managing Knowledge Lifecycle: Oversee the knowledge lifecycle, including the creation, validation, distribution, and retirement of knowledge articles. Monitor the usage and effectiveness of knowledge over time, making adjustments to knowledge management processes and content based on feedback and usage metrics. Collaboration with Other ITIL Processes: Collaborate with other ITIL processes, such as Incident Management, Problem Management, and Change Management, to ensure that lessons learned, solutions, and troubleshooting steps are captured and shared. Ensure that knowledge articles are linked to incidents, problems, and known errors to facilitate quick resolutions. Continuous Improvement: Continuously assess and improve the Knowledge Management process by analyzing feedback, measuring knowledge usage, and identifying areas for improvement. Implement new tools, techniques, or methods to enhance knowledge sharing and management practices. Monitor performance metrics like the number of knowledge articles created, used, and updated, as well as user satisfaction. Reporting and Metrics: Track the effectiveness of the Knowledge Management process, including the volume of knowledge articles created, how often they are accessed, and their contribution to resolving incidents and problems. Generate regular reports on the status of knowledge management activities and recommend actions for improvement. Availability management: Service Level Management : Ensuring that availability targets are aligned with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Regularly reviewing availability metrics to ensure they meet the required service levels. Monitoring and Reporting : Continuously monitoring the performance and availability of IT services, identifying potential issues or areas for improvement. Generating reports on availability performance and identifying trends that may require attention. Continuous Improvement : Ensuring that the availability management process is evolving and adapting to meet changing business needs. Documentation : Keeping comprehensive records of availability metrics, reports, issues, resolutions, and service levels. Communication : Communicating with stakeholders, including business leaders and technical teams, to ensure that expectations around service availability are well understood and met. Major Incident Management Rotation Perform role of Incident Manager in a rotation of several resources. This is an on-call responsibility for 7 days at a time. EDUCATION & EXPERIENCE: Bilingual (English/Spanish) Proficient in Microsoft Office Suite applications such as Word, Excel, and PowerPoint Associate’s degree or equivalent from a two-year college or technical school preferred Strong communication skills to write clear, concise, and user-friendly knowledge articles. Knowledge and Availability of ITIL processes and how processes interact with other ITIL processes like Incident, Problem, and Change Management. Analytical skills to assess the usefulness and quality of knowledge and identify areas for improvement. Organizational skills to manage a large volume of knowledge and ensure it is easy to navigate and retrieve. Technical skills to understand the tools and platforms used for knowledge sharing (e.g., knowledge bases, content management systems). Collaboration and facilitation skills to encourage cross-departmental knowledge sharing and cooperation. Excellent communication skills to report on availability performance and coordinate with other teams and business stakeholders.

Location: Mexico, MX

Posted Date: 8/13/2025