Service Analyst at Nexio

The Service analyst is allocated to provide a supporting function with the analytical services that are required by the Service Manager to support its allocated customer base. The Service Analyst is responsible for analysing and improving the delivery of services within the organization. This role involves collecting and interpreting data, identifying trends, and working with various departments to ensure that service levels are maintained or improved. 

ROLE REQUIREMENT 

• Escalate Service Agreement breaches within this section to the Manager  
• Coordinate service development with other departments when needed  
• Engage with other departments to keep an up-to-date view on their objectives and activities  
• Identify improvement opportunities to processes and systems within the department  
• Help the Service Manager build the business case for an enhancement request and SIPs  
• Follow the Service Management process, procedures and work instructions  
• Identify opportunities for improvement  
• Obtain the technical and organizational knowledge required to perform the activities  
• Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs  
• Seek communication with peer Service Management Business Analysts  
• Be informed of the objectives and activities of the various support groups  
• Coordinate Service development with other sections and/or departments  
• Understand the process, procedures and work instructions  
• Use the process, procedures and work instructions as designed  
• Generate and compile monthly performance reports according to Vodacom Business standards and templates on a weekly, monthly and quarterly basis  
• Perform detailed investigations for SLA breaches  
• Assist with Failover Testing  
• Assist with responding to RFPs  
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder .
• Ensure that service reports are produced for each customer service by the 7th of each month and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPs).
• Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed  
• Analyze monthly reports and make recommendation when SIPs are required  
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder  
• Execute and Monitor processes that fall within their scope role  

PROFESSIONAL COMPETENCIES

• Ability to evaluate information critically and make informed decisions. 
• Skill in synthesizing information from various sources to draw conclusions. 
• Commitment to delivering high-quality service and maintaining customer satisfaction. 
• Ability to handle customer inquiries and issues professionally and efficiently. 
• Ability to adapt to changing priorities and work environments. 
• Openness to learning new tools, technologies, and methodologies. 
• Ability to manage multiple tasks and projects simultaneously. 
• Strong organizational skills to prioritize work and meet deadlines. 
• Ability to work effectively with cross-functional teams. 
• Strong interpersonal skills to build relationships and collaborate with colleagues 
• Ability to identify root causes of issues and develop effective solutions. 
• Creative thinking in addressing challenges and optimizing service delivery. 

QUALIFICATIONS & EXPERIENCE 

• At least 2 years’ experience in collecting and analyzing complex data and generating presentable reports  
• Understands how his or her specific role fits in with the overall Service and Service Lifecycle  
• Must be an effective communicator  
• Is a respected member of a department who can combine daily departmental activities with the coordination role  
• Knows how to ‘get things done’ with professionalism  
• Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems.  
• ITIL Foundation Certificate  
• Proficiency in Microsoft Word, Excel and PowerPoint