2022_05 - Service Introduction Analyst

SUMMARY:
Our client is recruiting for a Service Introduction Analyst for a 12-month contract. Position based in Johannesburg Northern suburbs.

POSITION INFO:
Purpose:

As the Service Introduction Analyst within our OT Service Operations team, you will be responsible for creating an environment that facilitates high performance and collaborative working within Service Transition Management and across Service Operations functions. The role is supportive of the Service Transition Management processes, ensuring governance and adherence to processes within OT and relevant business units. Ensure the successful transition of solutions from Project to Production.
 
Roles and Responsibilities: 

• Assist in establishing collaborative Service Transition Management working practices within the department with which to drive continual service excellence and customer experience.
• Support and lead the Service Transition Management function within Service Operations and collaboratively work with the wider Service Operations leadership team to support the creation of a highly effective and integrated Service Operation function.
• Support and consult on the implementation and embedding of appropriate processes and procedures that underpin fast, effective, and reliable IT service delivery whilst maintaining the absolute minimum of bureaucracy.
• Assist and support in the development of the function and Service Transition Coordinators to establish a highly effective and successful team.
• Managing and coordinating activities to minimize the risk of Service Transition delays to the business.
• Coordinating and implementing Service Transition closure via the appropriate process.
• Assisting in the identification of potential areas for service improvement relating to Service Transition and raising opportunities via the Continuous Service Improvement process.
• Acting as an SME to all support teams concerning managed Service Transition.
• Assisting in the design and preparation of training courses relating to Service Transition Management.
• Managing and chairing Service Transition review meetings, ensuring pre-meeting documentation is distributed, appropriate attendees are informed and that appropriate actions are recorded and progressed.
• Producing Service Transition status reports as appropriate. Designing appropriate metrics for reporting on key performance and Service Transition indicators concerning Service Transition.
• Ensuring communication channels between the appropriate function and related ITIL disciplines (Service Desk, Group Technology, Incident and Service Transition Management) operates effectively.

• ITIL v4
• Excellent oral, written, presentation, and communication skills
• Previous experience in a Service Management/Service Transition Management role
• Ability to follow and ensure collective adherence to process
• Excellent attention to detail
• Ability to apply methodical and logical approach to Service Transition
• Ability to make decisions and drive transition
• Ability to inspire co-operation and co-ordinate activities across teams
• Excellent interpersonal and communication skills
• ITIL Foundation Accreditation
• Experience of ITIL Service Transition, CSI, Incident, Request Knowledge & Problem Management
• Knowledge/ Experience of Service Now, MS Office
• Knowledge of Service Transition and customer satisfaction techniques

• Critical & Analytical Thinking
• Teamwork
• Logical
• Customer Service Oriented
• Communication skills both spoken and written.
• Organization and Planning
• Commitment to task
• Listening and Understanding
• Deal with ambiguity
• Innovative

NB! This job is now closed. You can apply for other jobs by uploading your CV.