Specialist IT Compliance & Customer Services at Innovation Group South Africa

Description    

•  To provide professional support services to the Innovation Group and their clients, assistance to other teams within in Technology and afterhours support when required.
•  To participate and maintain the Innovation Group ITIL processes, IT audits, Audit Factory, Compliance and Customer Service engagements.
•  Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
•  Implement IT controls to mitigate risks and improve compliance.
•  Develop, assess, analyse and implement internal technology processes within Technology to ensure customer centric and effective business processes.
•  Assist with the compiling of incident, problem, audit and board reports.

Education – Essential:

•  A Matric Certificate or Equivalent NQF Level 4 Qualification
•  ITIL foundations certified.

Education – Preferred:

•  Qualifications in ITIL specialist intermediate courses would be an advantage.
•  A bachelor's degree IT/Computer Science or equivalent would be an advantage.
•  Information Security accreditation would be an advantage.

Experience – Essential:

•  A minimum of at least three years' experience as a Service Desk agent within the Technology field
•  Regular participation in incident management for Severity 1 and 2 incidents

Experience – Preferred:

•  Experience as a Service Manager within the Technology field
•  Experience in ITIL process implementation and management
•  Experience in IT audit and compliance management
• Key Responsibilities    Finance
•  Grow the value of Global IT Operations with regards to IT compliance, Audit management, service delivery and benefits.
•  Continual iterative improvements on processes to be made to delivery operational efficiencies that contribute to the success for the company - efficiencies, productivity, stability, compliance, risk reduction/elimination.
•  Improve visibility and monitoring through reporting. Timeous, professional reporting.
•  Analyse reports to identify areas of improvement, growth or risks. Ensure meaningful reporting to drive continual service improvement.

Customer

•  Build strong relationship in the Technology team and with the Business teams.
•  Ensure the effective interaction with direct staff, clients (internal & external), auditors, business partners, suppliers, service providers, subsidiary companies, business units and divisions.
•  Manage assigned projects end to end according to project standards. The focus on how projects is managed in order to reach the end result.
•  Build and maintain business relationships with stakeholders.
•  Manage the ITIL processes end to end for IG according to training provided and the processes that have been put in place.
•  Escalate problematic issues in line with the Technology processes.
•  Facilitate process rollout communications and discussions with relevant users and stakeholders.
•  Follow up on services/support requested from internal stakeholders.
•  Timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.

Risk and Governance

•  Help to manage and participate in internal and client audits.
•  Improve the audit repository by promoting the centralisation of the audit function and audit information, improve audit interactions end to end with each audit, improve communication, preparing for the audits in advance and completion of audits.
•  Improvements for user attestations for tacking, follow ups and reporting on completion of the attestations.
•  Expand and continue growing Frequently asked items.
•  Keep track of findings and regularly meet with the teams to resolve these findings.
•  Identify risks, mitigate the risks with processes or policies, where the risks cannot mitigated raise the risks within the risk register. Set up and maintain a process where risks can be raised and tracked formally.
•  Self and team adherence to policies, procedures, processes and house rules.
•  Ensure that policies are reviewed and signed off within the required timeline by Technical Managers and Global Heads. Report on the progress of policy reviews.
•  Assist with the management of the Change, Incident and Problem management functions.

People

•  Help to coach/train staff members in the Technology processes.
•  Form part of a culture of ownership and accountability throughout the organization in support of our values. Demonstrate how you live out the values daily.
•  Own development through personal growth and studies.
•  Actively participate in team initiatives and functions. Motivate team and assist in creating an environment that contributes to employee wellbeing and growth.
•  Encourage frequent knowledge sharing between team members.