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.

Job 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 progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of the process and knowledge management practices.  Serves as the link to ensuring the design of Technology and Business processes are aligned. Drives and oversees the design of process and knowledge requirements and is responsible for incorporating industry standards, quality and best practices.  Establishes and maintain process standards to improve the effective, efficient, and convenient use of information and knowledge across the organization. The Process and Knowledge Management Lead works across all Unit streams. This profile includes data / information / knowledge collection, research, processing, analysis, improvement, presentation, and technical assistance. This position is also aligned with training, skills development, learning, as well as innovation to automate and control the introduction of AI into the practice.

Main Duties

The main objectives of the ITSM Process & Knowledge Management Lead are: Sustain the quality of the ITSM Process and Knowledge Framework

Ensure the creation of quality Knowledge is sustained, accumulated, stored and shared securely

Drive innovation of knowledge to maximize automation through AI or other techniques keeping within quality standards and policies  

Ensure and drive business process standards used to manage expected outcomes from Technology and or Business

Create process documentation/workflows, knowledge articles and self-service guidance for IT Services as well as Business references

Facilitate and drive 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 and knowledge landscape activities to highlight areas of improvement and continual automation  

Dashboard and MI reports to provide a high-level analysis quality of process and knowledge artefacts that complements operational needs

Knowledge/ Technical Skills

To be accountable for the deployment of the Knowledge Management Dashboards, Framework, Process and associated methods, techniques and tooling

Independent – self-starter who takes initiative to accomplish and drive to expected outcomes Proficient in Service Now (5+), SharePoint, Mindmap, MS Office tools and products usage Visio (2+), Excel, Office, Teams, PowerPoint (2+)etc

Competent in ADO, MIRO, Confluence, SQL sequel scripting, PBI Desktop, PBI Services ,DataWare housing , ServiceNow ,Azure, Snowflake etc

Practitioner in developing Process and Knowledge standards and best practices  

Continual awareness of automation and AI technologies to evolve the maturity of the practice  

Excellent ownership, analytical, conflict management and negotiation skills are required

Change mindset to continually challenge areas requiring maturing and able to make with recommendations through experience obtained in the market

Able to map process and knowledge across all ITSM processes and or functions to ensure operational efficiency  

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

Experience Required : A College or University degree

5+ years relevant work experience is required, and incumbent should demonstrate excellent experience in process workflow initiatives, with a track record of accomplishment in complex architecture/application designs.

Previous working experience leading Process and Knowledge practices/functions

Manage teams to ensure alignment to achieve strategic outcomes and their continual development

Business process, Technology, Financial Management or similar relevant filed

Stakeholder Management, within Technology and Business  

Excellent organizational and time/prioritization management skills

Change mindset, creative problem solver, innovative; look to automate

Proficient analytical skills that have a ‘as is’ baseline and roadmap for the ‘To Be’

Workflow and Data-driven approach for continual improvement

Certified in ITIL; 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 MyHRHelp@ntrs.com , 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.