Sr. Associate – ITSM Process & Knowledge Management

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Summary Controlling the accessibility and flow of accurate and quality of processes and knowledge within the organization. Helping capture new knowledge and creation of processes with the usage monitored. Monitor and Control progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of the process and knowledge management practices. Key objective is to ensure the Process & Knowledge artefacts are maintained with ownership, to quality, fit for use & purpose. Engagement across the Business & Technology to sustain the design of framework, process and knowledge practices that align to industry standards, quality, best practices and Northern’s policies. Maintain practices to improve the effective, efficient, and convenient use of information and knowledge across the organization. The Process and Knowledge Management Practice supports all value streams and can be used with any other practice as they all create and use data and knowledge. This practice includes data / information / knowledge collection, research, processing, analysis, improvement, presentation, and technical assistance. This practice is also aligned with training, skills development, learning, as well as innovation and research initiatives. Main Duties The objectives of the ITSM Process & Knowledge Management analyst are: Ensure the data represented in the Knowledge End User and Controls Portal are maintained with accurate data points Ensure all Process & Knowledge artefacts are maintained to provide accurate and quality references Practical process techniques used to manage requirements; document and manage through the lifecycle Create process documentation/workflows, knowledge articles and self-service guidance for IT Services as well as Business references Facilitate process workflow modelling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases (with interdependencies) Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels Conduct maturity assessments against the process activities to highlight areas of improvement or concerns to improve Controls Dashboard and MI reports to provide a high-level analysis to seek improvements across the Process & Knowledge landscape Knowledge/ Technical Skills Competent in ADO, SharePoint, Mind map, MS Office tools and products usage MIRO, Visio, Excel, Office, Teams, PowerPoint, Confluence, SQL sequel scripting, PBI Desktop, PBI Services ,Data warehousing , ServiceNow ,Azure, Snowflake etc Excellent oral and written communication skills are required Multi-disciplinary analyst with in-depth knowledge process methods Knowledge in developing Process and Knowledge standards and best practices Excellent ownership, analytical, conflict management and negotiation skills are required Organizational skills are required to develop and track progress against plans/timelines to achieve expected outcomes and quality delivery Highly flexible and embracing of change and evolution Mapping an end to end data views in the Knowledge End User KPI Portal and Controls Portal Strong critical thinking, writing and editing skills to achieve quality content; Strong customer service and communications skills, both oral and written in order to relate information in a direct and succinct method Understand how to research to verify, coordinate, and implement the best solution Attention to detail and quality driven Working knowledge to diagnose, troubleshoot and resolve a wide range of complex flows and document Independent – self-starter who takes initiative to accomplish and drive to expected outcomes Experience Required : A College or University degree and/or relevant proven work experience is required demonstrates excellent experience in process workflow initiatives, with a track record of accomplishment in complex architecture/application designs. Previous working experience as a Process and Knowledge Analyst Business process, Technology, Financial Management or similar relevant filed Stakeholder Management Excellent organizational and time management skills Creative problem solver, innovative; look to automate Great analytical skills Workflow and Data-driven approach At least two of the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration practical awareness Working with Us As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable Accommodation Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at , or alternatively you can discuss your individual requirements with the recruiter you are working with. About Our Pune Office The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe. Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.