Service Integrator at Nedbank

Job Purpose
To effectively define, design deploy services and practises in the organisation and align business needs with the delivery of IT Services.

Job Responsibilities

• Spans across all activities (UX, Service and supporting processes) of service design and ensures their effectiveness and efficiency, managing, governing, and co-ordinating the delivery of services.  
• Perform design or redesign of services to improve operational efficiency.
• Analyze, implement, and update services so as to ensure I&O strategy is enabled.
• Analyze the effectiveness of services in order to develop strategies to improve workflow effectiveness.
• Determine critical root cause analysis to drive strategic change to improve the current services offered.
• Equip the team on new service design improvements.
• Provide technical and analytical support on various I&O strategies.
• Manage and lead I&O colleagues to co-create designs to achieve squad objectives.
• Manage multiple projects or initiatives at one time.

  
Design and integration of new services into ITSM processes (ranging from monitoring, event management, incident and problem management, access management, helpdesk, CMDB)

•  Integrate services into technical, SLA, Financial Management and service catalogue requirements with a customer mindset
• Implementation of new services end to end (with a service provider and customer mindset)
• Business readiness and process change management of new services
• Monitoring and supporting new implementation
• Understanding industry best practices
• Implementation of capabilities (e.g. demand management, DevOps, portfolio management, customer moments of truth).
• Create and rapidly iterate service prototypes
• Engage the whole multidisciplinary team with the design process

Essential Qualifications:

• Must have a degree (BSc IT, Engineering)
• Well versed in Agile, BizDevOps, Design Thinking methodologies
• Business Analysis
• Process Engineering/Re-engineering
• Project Management

 
Minimum Experience Level

• 5 - 10 years customer service experience of which at least 4 years within the IT industry 

Skills (Technologies, systems or software knowledge etc.):

• Design
• Analysis
• Analytical
• Organisational and people skills
• Resilient
• Coordination
• Communication
• Tenacious
• Challenge the norm and conventional thinking
• Thought leadership
• Facilitation
• Collaboration
• Relationship management
• Conflict management
• Persuasion
• Negotiation
• Stakeholder management

Job Closing Date
17 February 2020

Location
Sandton, Johannesburg