Service Management Analyst - PBB IT at Standard Bank Group

Job Purpose

To provide support to the service management team especially with regard to the Service Operation processes and associated activities that support the goal efficient service management including measurement, trending, reporting and communication.

Key Responsibilities/Accountabilities

• Service stability availability and reliability - Contribute to service stability, availability and reliability by providing service management support through effective control of management information in order to enable the continued service of the relevant service provided by IT.
• Service transitioning - To monitor, guide and ensure adherence to good governance practice and principles in relation to the change management process.
• Service operations incident management - Coordinate and manage the incident queues as part of the incident management process ensuring that all stakeholders including the technical teams and representatives from the business area are equipped with the relevant information and documentation to perform their respective roles throughout the incident management process. To monitor and report on all incidents related to the service provided to identify trends enabling the business to make decisions with respect potential long-term solutions.
• Service operations major incidents management - To perform the role of the scribe during any major incident, as defined by the major incident management framework, ensuring that all efforts related to major incident are communicated and that the technical teams and the business are aligned with respect to the incident at hand.
• Service operations documentation and reporting - To report on all relevant service related activities ensuring good governance and control of management information by conducting quality assurance checks and thereby ensuring accurate data is captured for further analysis.
• Service operations service economics - To gather, collate and check costing related to the IT services provided by the IT function to ensure the internal client is charged correctly for the service provided.
• Service operations problem management - To gather all documentation related to problem management, follow up on key actions to be taken by the respective teams, and ensure that data is accurately captured for reporting purposes.

Preferred Qualification and Experience

• Diploma in Information Technology
• 3-4 years experience in IT Strategy and Planning - Experience Description: Experience in an IT support function gaining knowledge and understanding of IT applications and architecture used at the Bank. Gain understanding and experience of the various disciplines within IT and how they relate to each other.
• 1- 2 years experience in Application Support - Experience Description: Experience gained in analysing statistics and other data, interpreting and evaluating results, and creating reports and presentations for use by others.

Knowledge/Technical Skills/Expertise

• Data Integrity - Competency Description: The ability to ensure the accuracy and consistency of data for the duration that the data is stored as well as preventing unintentional alterations or loss of data.
• IT Applications - Competency Description: Knowledge and understanding of IT applications and architecture.
• Project Administration Skills - Competency Description: The ability to compile documents, schedule meetings, update project plans, coordinate feedback and organise project related records.
• Project Maintenance - Competency Description: Maintaining key elements of project plans, resources, demand plans, work breakdown and progress on a project management system.
• Documenting - Competency Description: Ability to document information pertaining to information systems and or process and operational specifications.
• Proficiency Level: PROFICIENT - Clear knowledge and application of the
• Applications: Microsoft Office Suite - Competency Description: Ability to use Microsoft Office: Word, Excel, PowerPoint and Outlook.