Required Qualifications: - Matric & relevant Degree/Diploma in IT
- ITSM Certificate
- MCSA / MSCE Solutions Associate / Expert
Responsibilities: Operational Support:
- Analyse options, risk, and impact to business processes and recommendations
- Analyse business requirements by conducting information-gathering sessions with clients, analysing the information and prioritizing the requirements to gain understanding of the business needs.
- Ensure that all calls are assigned/ reassigned timeously and resolved within Service Target.
- Assist 1stLine Support ITSM and relevant departments when required, to get requests/ incidents resolved on time.
- Meeting objective and taking responsibility, apply Best Practice and Standards to proceed
- Provide governance and stewardship in order to provide direction, focus and set priorities.
- Implement ITIL best practices for Service Support and Service Delivery
- Maintaining an effective Service Level Management (SLM) process by defining SLA, OLA and UC.
- Updating the existing SLA, OLA or UC when required Evaluate and coordinate process enhancements
- Grow and Implement Service Request Management. Enable the IT customers to define offered services, publish those services in a service catalogue
- Foundation Data
- Business Time Segments
- Configure Assignments
- Data Management tool
- Organizational Structure
- Product and Operational Catalogues
- People Management
Incident Management:
- Full Application Administration
- Data Management
- Incident Templates
- Notifications and Milestones
- Decision Tree Configurations
Service Level Management:
- Service level management Incident Management
- Service level management Change Management
- Service level management Request Management
- Creating service targets for all of the above
Change Management:
- Configuring Change Management
- Configuring task assignments
- Risk Factors
- Configuring Task Management System
- Setting application preferences and options
- Configuring approvals
- Configuring Release Management
- Change Templates
Service Request Management:
- Set up the framework for Service Request Management Module
- Create SRM Application Templates
- Create SRM Application Object Templates
- Create SRM Process Definition Templates
- Create SRM Service Request Definitions
- Configure SRM Approvals
- Configure SRM Assignments
- Configure SRM Entitlements
- Navigational Categories
- Works Order Settings
- Work Order Rules
- Work Order Templates
