We're your dream IT team!
In this role you will evaluate, improve, and maintain operational processes to ensure efficient and productive operational outputs with an aim to develop governance framework using best practice frameworks like ITSM to measure and continually improve output.
You'll Need Experience In
Operations
- Assess existing processes, systems and data to identify opportunities for improvement and devise a more efficient or cost-effective alternatives.
- Ensure alignment to best practises such as ITIL and Agile
- Document new processes and ensure they are continuous updated
- Esnure there is a proper document management practise in place
- Update knowledge base articles to assist the support and IT ops teams to provide support more efficiently
- Review data with an aim to make informed decisions as well as find opportunities of improvements
- Track and report on initiatives
- Maintaining and measuring service structures, data quality and key metrics.
- Creating and updating documentation of user guides and guidelines including operations manuals
- Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported
- Provide guidance and mentoring to the support team
- Define training needs of the team
- Assist to draft and lead change management
- Appropriate Business / IT qualification/s
- Minimum of 5 years of Business or System Analysis experience
- Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like Zendesk, BMC Remedy, Service Cloud.
- Proficient in designing, configuring, and maintaining ITSM service models
- Incident, problem, change enablement, service request management, service level management and knowledge management.
- Ability to conceptualise complex information and perform detail analysis when required.
- Capable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholders.
- Comprehensive understanding of enterprise architecture concepts and models.
- Experience and implementation of ITIL.
- Experience with the Agile Methodology.
- Good business and IT acumen
Were fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly and outstandingly. Were big on honesty because it makes us better. Were empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. Thats The Mimecast Way.
And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.
Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.
DEI Statement
Cybersecurity is a community effort. Thats why were committed to building an inclusive, diverse community that celebrates and welcomes everyone unless theyre a cybercriminal, of course.
Were proud to be an Equal Opportunity and Affirmative Action Employer, and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic wont affect your application.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
