Ness

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The Senior ITSM Process Analyst will lead the design, documentation, and implementation of Release and Change Management processes for a financial services client. The role involves conducting gap analysis, stakeholder interviews, process design with ServiceNow best practices, configuring workflows, developing a future-state process backlog, defining a governance framework, designing dashboards and metrics, mapping DevOps integration, and providing training. The aim is to strengthen and standardize software release and change management practices.

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<div style="text-align: justify;">About Ness Digital Engineering</div><div style="text-align: justify;">Ness Digital Engineering is a full-lifecycle digital engineering firm offering digital advisory through scaled engineering services. We bring a deep understanding of industry domains and technical expertise to help clients accelerate innovation, drive operational excellence, and achieve sustainable growth. With a global delivery model and collaborative culture, Ness empowers businesses to unlock the full potential of digital transformation.</div><div style="text-align: justify;">Location: Chicago, IL</div><div style="text-align: justify;">No of positions:1</div><div style="text-align: justify;">Salary Range: 110-160k PA</div><div style="text-align: justify;">Program Summary</div><div style="text-align: justify;">Ness Digital Engineering is seeking a Senior ITSM Process Analyst to lead the design, documentation, and implementation of Release and Change Management processes for one of our key financial services clients. The initiative aims to strengthen and standardize clients’ software release and change management practices by leveraging ServiceNow (SNOW), improving governance, identify integrating with existing DevOps pipelines , and delivering role-based dashboards and training.</div><div style="text-align: justify;">&nbsp;</div><div style="text-align: justify;">Key Roles and Responsibilities</div><div style="text-align: justify;">The Senior ITSM Process Analyst will be responsible for the following core functions:</div><div style="text-align: justify;">1. Process Design and Implementation</div><ul style="margin-top: 0.0in;text-align: justify;"><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Perform a current vs. future state gap analysis for clients Release and Change Management processes</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Conduct stakeholder interviews to understand existing workflows and identify pain points</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Align, Design and document processes with ServiceNow best practices and recommend process refinements for process implementation</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Configure structured workflows/templates in ServiceNow for different release types (Major, Minor, Expedited, Emergency)</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Develop a future-state process backlog based on analysis and stakeholder feedback</li></ul><div style="text-align: justify;">2. Governance Framework Definition</div><ul style="margin-top: 0.0in;text-align: justify;"><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Identify and engage key stakeholders across Development, QA, Operations, and Management</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Define and formalize roles, responsibilities, and approval hierarchies</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Establish governance mechanisms to ensure compliance, traceability, and accountability across the release lifecycle</li></ul><div style="text-align: justify;">3. Dashboard and Metrics Design</div><ul style="margin-top: 0.0in;text-align: justify;"><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Define Key Performance Indicators (KPIs) such as release frequency, change success rate, and incident impact.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Design and implement role-based dashboards and reports in ServiceNow to provide insights into operational performance.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Enable visualization of raw data to support strategic decision-making.</li></ul><div style="text-align: justify;">4. DevOps Integration Mapping</div><ul style="margin-top: 0.0in;text-align: justify;"><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Analyze DevOps toolchain (UCI/UCD) to identify integration points with ServiceNow Release Management.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Document all integration touchpoints and dependencies between tools and processes.</li></ul><div style="text-align: justify;">5. Training and Stakeholder Enablement</div><ul style="margin-top: 0.0in;text-align: justify;"><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Prepare and deliver training sessions for subject matter experts (SMEs) and stakeholders on the new workflows and templates.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Conduct briefings to ensure alignment and adoption of the redesigned processes.</li></ul><div style="text-align: justify;">&nbsp;</div><div style="text-align: justify;">Key Skills and Qualifications</div><ul style="margin-top: 0.0in;text-align: justify;"><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">8+ years of experience in ITSM Process Analysis with a focus on Release and Change Management.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Deep knowledge of ServiceNow including configuration of workflows, templates, dashboards, and reporting.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Experience conducting process gap analysis and aligning legacy practices with modern ITSM standards.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Familiarity with DevOps pipelines and tools (UCI/UCD, CI/CD practices).</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Strong experience with metrics definition and KPI tracking within ITSM frameworks.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Proven ability to define governance models and enforce role clarity across cross-functional teams.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Strong stakeholder engagement and training delivery skills.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">ITIL certification (v3 or v4) preferred.</li><li style="font-family: sans-serif , arial , helvetica;font-size: 10.0pt;">Excellent communication, analytical thinking, and documentation skills.</li></ul><div style="margin-bottom: 12.0pt;background: white;vertical-align: baseline;text-align: justify;">Ness is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.&nbsp;</div>

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Adyen

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The Team Lead - Documentation role at Adyen involves leading a team of writers to create documentation for developers, including API documentation, SDKs, Release Notes, and integration guides. The lead will support the team's projects and professional growth, ensure a great docs experience, and help automate and optimize documentation and tooling. The role also includes partnering on strategic initiatives with the Global Team Lead and collaborating with stakeholders to understand their needs, advance business goals, and socialize the team's impact.

Adyen is a technology company that provides a single platform to accept payments anywhere in the world through any sales channel. Driven by a vision to improve customer experience, streamline processes, and ultimately increase revenue, Adyen enables businesses to process payments across online, mobile, and Point-of-Sale (POS) with over 250 payment methods in 187 transaction currencies. Over 3,500 businesses use the Adyen payment platform, including Facebook, Airbnb, Spotify, Groupon, Evernote, Booking.com, Yelp, Vodafone, Mango, Abercrombie &amp; Fitch, O’Neill, and KLM. Adyen is headquartered in Amsterdam, with offices in San Francisco, São Paulo, Singapore, London, Paris, Berlin, Stockholm, Madrid, and Boston.

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<h3>This is Adyen</h3> Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&amp;M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.&nbsp; For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. &nbsp; <h3>Team Lead - Documentation</h3> Technical writers at Adyen play a key role in connecting our external users, developers, product teams, developer advocates, and support teams. As our product and development teams expand globally, we're searching for a Documentation Team Lead to partner with the Global Documentation Team Lead. Together, you will guide a talented group of writers who are instrumental in documenting our high-impact solutions for a developer audience including: API documentation, SDKs, Release Notes, and integration guides. In this role, you will work closely with the Global Documentation Team Lead, contributing to strategic initiatives and directly managing a team focused on creating exceptional documentation for our developer community. &nbsp; <h3>What you'll do</h3> Lead a high-performing team of writers <ul> <li>Support the projects and professional growth of writers as they document complex product capabilities</li> <li>Help your team deliver a docs experience that developers will love</li> <li>Help strategize solutions to automate and optimize our docs and tooling</li> </ul> Partner on driving strategic initiatives <ul> <li>Set your team’s priorities in alignment with broader business goals</li> <li>Collaborate with the Global Team Lead on strategic initiatives for the Developer Experience and Docs teams</li> <li>Co-lead and execute Adyen’s AI developer experience strategy</li> </ul> Help build and drive collaborative engagement <ul> <li>Engage with stakeholders and collaborators in Product, Engineering, UX, Support, and other functions to understand their business needs, identify opportunities for partnership, advance business goals, and socialize your team's value and impact</li> <li>Remove blockers and improve ways of working across teams</li> </ul> &nbsp; <h3>Who you are</h3> <ul> <li>Minimum 2-3 years experience managing documentation teams, preferably in API docs</li> <li>Experience in leading documentation projects and initiatives (for example, scaling or automation solutions, or migration to new tooling or workflows)</li> <li>Able to work on multiple projects simultaneously in a fast-paced, dynamic environment</li> <li>Experience working with cross-functional leads and stakeholders, gathering support and buy-in for key initiatives&nbsp;</li> <li>Ability to effectively inspire, influence, and communicate across all levels of management</li> <li>Partner effectively with developers, product managers, and technical writers to deliver quality documentation</li> <li>Experience writing documentation for UI components, SDKs, and APIs a strong plus</li> <li>Proficiency in using Git and working with a docs-as-code workflow is helpful</li> <li>Open to some domestic and international travel</li> </ul> &nbsp; The annual base salary range for this role is $180,000 - $243,000; to learn more about our compensation philosophy, please click <a href="https://docs.google.com/document/d/11U2tgFev7p271JMQWMApZjtpJ3pGHNES7EvscXnsH3k/edit?usp=sharing">here</a>. &nbsp; Our Diversity, Equity and Inclusion commitments&nbsp; Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.&nbsp; Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application! &nbsp; What’s next? Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. <a href="https://careers.adyen.com/how-we-hire">Learn more about our hiring process here</a>. Don’t be afraid to let us know if you need more flexibility. Adyen is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All your information will be kept confidential according to EEO guidelines. &nbsp; This role is based out of our Chicago office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles. This role is hybrid, with 3 days per week in the Chicago office.

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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