Analyst: Service Management - Sandton at Capitec Bank

Purpose Statement
To enable effective service delivery through:

• Determining required service and operational levels, and contracting service level agreements with all internal and external parties.  
• Measuring and monitoring service delivery to clients, as well as the services delivered to the Bank by external parties and vendors.
• Providing real-time visibility of team performance to relevant divisions, and proposing solutions for service delivery enhancement.
• Acting as a gatekeeper to ensure services, products and support are effectively transitioned in line with requirements.
• Managing service queries from end-users (incident management).

Qualifications (Minimum)

• A relevant tertiary qualification in Information Technology or Commerce

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Information Technology or Information Management
• Experience and Knowledge

Minimum:

• 2 years’ proven experience in performing an incident management / query support / decision support role
• Experience working with an incident management system
• Stakeholder engagement

Ideal:

• Experience working with incident management systems (such as ITSM toolsets, Salesforce, or nCino)
• Knowledge ITIL and COBIT
• Service level management of internal and third parties
• Knowledge and experience of planning systems
• Troubleshooting
• Project management principles
• Business / commercial acumen (service level management / contract negotiations)
• IT operations management principles
• Tactical planning experience
• Supply and demand forecasting and scheduling
• Previous experience in delivering in a fast-moving environment
• Experience gained in a Banking / Financial / Credit / Retail services environment

Skills

• Analytical Skills
• Commercial Thinking Skills
• Decision making skills
• Interpersonal & Relationship management Skills
• Problem solving skills