IT SERVICE EXCELLENCE ANALYST (SENIOR)JHBIT
Johannesburg - Gauteng
IT SERVICE EXCELLENCE ANALYST (SENIOR) - MARKET RELATED
Our client is looking for a Senior IT Service Excellence Analyst to join their team.
Your duties & responsibilities
The key focus areas of this role are:
Be responsible for Service Excellence within IT Services ensuring IT Services excellence strategy and goals are delivered.
Responsible to optimise and to drive improvements in practices and processes of our IT Service Excellence functions to deliver the highest level of service, efficiency, resilience, and governance.
Responsible to maintain and develop the IT Services Analytics and Reporting framework to gain insights, enable superior IT Services performance and support value-add communication to key stakeholders
Responsible for maintaining and further expanding our collection of Personas which allow IT services to offer a fast and smooth onboarding for new joiners at the company.
Responsible for the effective coordination of the Change Advisory Board (CAB) meetings which will be scrutinizing request for change to ensure they are safe and comply with the CAB policy.
Contribute to a culture of knowledge retention, transparency and self-service where colleagues, employees and stakeholders easily find the information they need
Assist in making decisions that will improve IT services delivery and customer satisfaction.
Develop good understanding of Hollards business and IT ecosystem.
Actively contribute in the mitigation of IT Service Excellence-related risks
Collaborate effectively with all Technology teams to create an environment of respect, accountability, performance and continuous improvement.
Knowledge acquired awareness and/or expertise
Excellent understanding of ITIL Service management and Change management
Excellent understanding of IT service delivery and stakeholder management.
Excellent understanding of capability development.
Good understanding of Agile (Scrum/SAFe) frameworks.
Good understanding and exposure to General Insurance is desirable.
Good understanding of IT product management is desirable.
Skills acquired awareness and/or expertise
5+ years of IT Service Management experience with relevant focus in modern IT operations.
Excellent people interaction and stakeholder management skills with the ability to build rapport quickly.
Excellent analytical, communication and presentation skills.
Good understanding of planning, estimation, work breakdown and prioritisation.
Ability to grasp technical concepts quickly.
Ability to work with multiple IT product delivery teams.
Ability to leverage Agile-driven toolset such as Azure DevOps, Jira etc.
Familiarity with modern tools such as ServiceNow, PowerBI, and SharePoint/ Confluence is highly desirable
Qualifications (Formal study undertaken and completed)
Tertiary qualification in Computer Science or related Technology discipline preferred.
IT Service Management certification (e.g., ITIL, PMP, etc.) is highly regarded.
IF you meet the requirements, kindly apply
If you do not hear from us within 14 days, kindly consider your application as unsuccessful.
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