Group Analyst for Incident, Request and Change Management (Durban North) at Aspen Pharma Group

JOB PURPOSE:

• Operational role in the Group Digital Technology team. The Group Analyst: Operations, Incident, Request & Change Management role is responsible for supporting Aspen’s enterprise IT operations by ensuring effective Incident, Request, Change, and Operational Monitoring processes across group entities. The role ensures that IT services remain stable, resilient, and predictable by coordinating service activities, performing operational analysis, maintaining governance standards, and driving continuous improvement. The Analyst acts as the central operational heartbeat of ITSM by monitoring performance, coordinating incident lifecycle activities, enabling efficient service request fulfilment, and ensuring compliant and controlled change execution across Aspen.

KEY PERFORMANCE AREAS:

Incident Management

• Monitor and manage incidents across Aspen’s ITSM platform, ensuring correct categorization, prioritization, and routing.
• Drive timely restoration of service through proactive follow-up with support teams.
• Coordinate major incident handling, ensuring:
• immediate escalation,
• clear communication to leadership,
• accurate updates on impact, status, and remediation progress.
• Ensure incident documentation, impact notes, and resolutions are complete and compliant with governance standards.
• Perform trend analysis to reduce repeat incidents and identify systemic issues.

Request Fulfillment Management

• Oversee end-to-end lifecycle of service requests, ensuring SLA adherence and quality of fulfilment.
• Validate request assignment, workflows, approvals, and fulfilment groups.
• Collaborate with Service Catalogue teams to identify improvement opportunities.
• Monitor request volumes, bottlenecks, and user experience metrics, escalating risks proactively.

Change Management

• Review and validate change tickets for accuracy, completeness, impact assessment, backout plans, and scheduling.
• Facilitate CAB (Change Advisory Board) activities, including in collaboration with the CSV & Quality Team, looking after the following
• agenda preparation,
• change impact summaries,
• minutes and communication.
• Ensure changes adhere to Aspen’s governance model, policies, and risk tolerances.
• Track emergency change activity, ensuring compliance and root-cause documentation.
• Monitor change success rates and identify areas to improve change quality and reduce service impact.
• Ensure CSV processes are followed where applicable as part of Change Management

IT Operations Monitoring & Governance

• Monitor IT operational dashboards, including service availability, infrastructure alerts, and key system health indicators.
• Coordinate remediation with operational teams based on monitoring alerts.
• Support operational readiness activities for new releases, upgrades, and platform changes.
• Perform routine checks for SLA/OLA adherence across Incident, Request, and Change processes.
• Maintain compliance with group audit requirements through proper evidence collection and documentation.

Reporting, Analytics & Insights

• Maintain dashboards and reporting packs for leadership, including:
• Incident trends and MTTR,
• SLA performance,
• Change success/failure rate,
• Request fulfilment performance,
• Root cause distribution,
• Operational risk indicators.
• Provide actionable insights by identifying patterns, recurring issues, and improvement opportunities.
• Support CSI (Continual Service Improvement) initiatives using data-driven recommendations.

Stakeholder Coordination & Communication

• Collaborate with Infrastructure, Applications, Cybersecurity, Networks, and Helpdesk teams.
• Communicate incident and change updates to business stakeholders with clarity and professionalism.
• Assist in user communication preparation for service outages, planned maintenance, and change impacts.
• Work closely with group entities to drive alignment with Aspen’s operating model.

Requirements

• Bachelor’s degree in computer science, Information Technology or related field.
• ITIL v4 Foundation (required)
• 5+ years’ experience in IT Operations or ITSM environments
• Extensive knowledge of ITIL processes (Incident, Request, Change)
• Experience using ITSM platforms (E.g. ServiceNow, BMC, Jira Service Management, ManageEngine, etc)
• Experience in enterprise, multi-entity or shared services operating models.
• Exposure to Major Incident Management and CAB processes.
• Familiarity with operational monitoring tools (e.g., Nagios, SolarWinds, Azure Monitor, Dynatrace).
• Basic report writing skills
• Good presentation skills