Job Purpose
The IT service Management Specialist will be responsible for implementing continuous service improvement to the ITSM processes in accordance with ITIL best practices; proactively tracking, measuring and meeting contractual service level agreements by executing the incident, change and problem management processes; including management of incident queues and escalation channels within the team and across business units in line with relevant policy and regulations to ensure optimal service delivery and that all issues raised are resolved in accordance with applicable procedures, service level agreements and business needs.
Education
- BCOM/3-Year Diploma in IT or relevant equivalent
- ITIL certification or COBIT certification
- Any IT specific training and certifications will be advantageous
- Minimum of 6 years relevant IT industry experience within an IT service delivery management environment
- Experience in Service Life cycle Management with relevant experience in Service Operations, Transition and Continuous Improvement.
- Working knowledge of ITIL process including Incident, Problem and Change Management, configuration management and Access Management.
- Analytical thinking
- Results orientation
- Innovation
- Stakeholder relationship management
- Emotional intelligence and the ability to handle pressure and multiple projects simultaneously
- Highly organized individual; comfortable working with multiple simultaneous priorities / projects
- Excellent communication skills
- Technological & Digital Acumen
- Proficient in incident, change, problem management methodology, tools, and techniques (RCA)
- Proficient in IT service management software including ITIL and COBIT
- Understanding of Technology Operations
- Understanding of tool integrations or feeds to increase automation.
- Control Frameworks and Procedures
- Project Management
- Risk Management
- Time management
- Administer and maintain all system and application configurations on the ITSM platform
- Contribute to the enhancement and deployment of new or additional capabilities and applications of the ITSM Solution
- Ensure change control processes are maintained
- Ensure adequate capacity planning and performance monitoring is in place across the IT system landscape
- Develop process automation (eg. automate daily operational tasks, streamline ITSM processes, improve systems availability/performance and optimize resource capacity)
- Execute service management processes accordingly and aligned to ITIL and COBIT
- Facilitate major incident process and identifying root cause to ensure to repeat incidents.
- Chairing regular service reviews with the business and operational component areas to formally review performance against SLAs/OLAs.
- Monitor severity of incidents and escalate issues where necessary in line with standards
- Compile reports for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause
- Assist in regular governance status review covering SLA reporting, KPIs, incident trends and analysis, major incident analysis, security compliance, improvement initiatives, etc.
- Participate in a variety of projects for the design and transition of new or existing services
- Maintain IT control frameworks (COBIT / ITIL)
- Keep up to date and maintain knowledge levels with latest trends in products, legislation and regulations
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.
POPI Statement
- Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
- Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.
