IT Specialist - Process Management

Location/s: Newcastle
Recruiter contact: Nikki George

Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices. 

We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual. 

Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.

About the business unit  

Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

The IT Process Specialist works with a global team to lead documentation strategy efforts. Their primary responsibilities include developing and maturing IT documentation, as well as enhancing systemic processes. They are tasked with creating structured and professional corporate documents that meet high-quality standards and adhere to best practices. 

They will design and implement a continuous programme to actively engage with IT teams, collecting insights and feedback to advance the development, maturity, and governance of IT documentation. This involves aligning documentation with systemic processes and consistently identifying opportunities for improvement. They will cultivate a culture of high-quality documentation and continuous improvement within IT, ensuring quality assurance and the delivery of documentation that adheres to industry standards and regulatory requirements. 

This role requires exceptional research skills, meticulous attention to detail, and excellent writing abilities to convert complex technical concepts into clear, concise, and user-friendly content. Additionally, the IT Process Specialist must possess a solid understanding of IT Service Management (ITSM) processes and be well-versed in systematic processes within ITSM tools and technical systems to effectively create and manage documentation that supports the IT group. 

Key duties and responsibilities include: 

• Collaborate with key stakeholders to gather requirements for the development and delivery of IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). 
• Identify and assess gaps in current process documentation templates to develop a comprehensive set of standardised templates, including process documentation, work instructions, process flow charts, IT support models, IT playbooks, system architecture diagrams, technical documentation, and IT Service Improvement plans. 
• Ensure all documentation is maintained to high standards and adheres to best practices. 
• Evaluate existing processes to pinpoint areas for improvement, enhancing efficiency and compliance. 
• Develop and deliver training materials and sessions to empower IT teams, fostering a culture of excellence and embedding documentation practices within the group to ensure proficiency and expertise. 
• Cultivate a culture of continuous improvement by proactively soliciting feedback and implementing changes to enhance documentation quality and effectiveness. 
• Ensure all documentation is stored and structured in Managed Documents within ServiceNow, overseeing the ownership of documents by IT service owners, with a focus on improving the maturity of the module. 
• Develop and maintain reporting metrics in ServiceNow Performance Analytics to measure the effectiveness and impact of documentation initiatives. 
• Conduct regular audits and reviews of documentation to ensure accuracy, relevance, and compliance with industry standards. 
• Ensure all documentation is stored in accessible, organised repositories managed in ServiceNow. 
• Track and analyse how documentation is utilised within the group to identify areas for improvement and ensure it meets evolving needs. 
• Enhance the maturity of systematic processes by assessing current procedures in ServiceNow, identifying potential enhancements, and leading initiatives to implement these improvements. 
• Identify and assess risks associated with IT processes and propose effective mitigation strategies. 
• Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes 

Essential  

• Experience in technical writing and the development of professional documentation 
• Strong ability to conduct thorough research and gather relevant information. 
• Attention to Detail in ensuring accuracy and quality in documentation. 
• Proficient in translating complex technical concepts into clear, concise, and user-friendly content. 
• Solid knowledge of ITSM processes and familiarity with ITSM tools and technical systems. 
• Experience in using documentation tools and software, particularly ServiceNow. 
• Ability to manage multiple documentation projects and initiatives simultaneously. 
• Capability to analyse existing processes and identify areas for improvement. 
• Strong ability to engage with stakeholders and collaborate with various departments. 
• Experience in developing and delivering training materials and sessions. 
• Commitment to fostering a culture of continuous improvement. 

Desirable  

• Proficiency in ServiceNow Performance Analytics or similar ITSM tools. 
• Experience in automating and optimising processes using ServiceNow or other tools. 
• Skills in managing and leading change initiatives within global IT functions.  
• ITIL v3 or ITIL 4. 

Personal Attributes  

• Highly self-motivated and directed.  
• Ability to think creatively and propose innovative solutions to improve ITSM processes.  
• Ability to adapt to changing technologies and business environments.  
• Strong team player who can work effectively with various departments globally.  
• Strong focus on understanding and addressing customer pain points.   
• Strong presentation, facilitation, and leadership skills to engage with senior management and stakeholders.  
• Ability to balance demands and priorities and think clearly under pressure.  
• Good analytical skills and attention to detail to identify discrepancies and drive them to closure.  
• Proactive in identifying opportunities for improvement and driving change.

We are actively recruiting a diverse workforce that is reflective of the communities we serve. We recognise that differences in ability, skills and experience are a strength and encourage applications from people of all backgrounds. 

#LI-NG

UK Immigration

Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.

Equality, diversity, and inclusion 

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

Agile working  

We are happy to talk openly about flexible working and how we can support your responsibilities beyond the workplace. 

We offer some fantastic benefits including:

Health and wellbeing

• Private medical insurance for all UK colleagues.
• Health cash plan to support you with every day health costs and treatments.
• Access to Peppy, providing free support from menopause experts for all UK colleagues.
• A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
• Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.

Financial wellbeing

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.

Lifestyle

• A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
• Variety of employee saving schemes and discounts from high-street retailers.

 Enhanced family and carers leave

• Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
• Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
• Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.

Learning and development

• Primary annual professional institution subscription.
• A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.

Networks, communities, and social outcomes

• Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
• Make a difference within our communities through our social outcomes.

Apply now, or for more information about our application process, click here.