IT Problem & Configuration Specialist

Job Purpose

The Specialist: IT Problem and Configuration is responsible for developing, implementing, and managing the problem and configuration processes and policy. The Problem and Configuration specialist is a member of the IT Service Delivery management team whose mission is to provide uninterrupted client services and IT support. The Problem and Configuration specialist will primarily manage the problem and configuration processes; whilst contributing to other IT service management processes, functions, and overall IT service delivery.

Key Performance Areas

Service Management

• Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and management processes
• Build documentation and training for all IT staff
• Update and enforce IT problem and configuration management processes
• Adhere to the organisation’s business processes
• Demonstrate the value and contribution of IT problem and configuration management to the organisation
• Contribute to knowledge creation, sharing, and maintenance initiatives

Problem Management

• Review, implement and manage the Problem Management practice across the entire organisation
• Coordinate the identification and resolution of IT problems and, where required, escalate and coordinate resolution with third party suppliers
• Establish a knowledge base for sharing IT problem information
• Create and manage the IT Known Errors Database
• Ensure all recurring incidents are linked to an IT problem, and that problem reviews occur to ensure that IT problems are identified
• Ensure that all relevant documentation is updated, e.g., user guides and system documentation, before IT problem closure
• Ensure reports are produced to communicate the progress in resolving major IT problems and monitor the continuing impact of IT problems not resolved
• Define escalation procedures to ensure that IT problems are resolved in the most efficient manner on a timely basis
• Design and implement a continual service improvement process for Problem Management

Configuration Management

• Develop, implement and manage the IT Configuration Management practice across the entire organisation
• Develop and deploy a fully operational configuration management system
• Develop and document the naming conventions for IT assets and agree with the relevant stakeholders
• Ensure that IT personnel comply with the configuration management standards for object types, environments, processes, lifecycles, documentation, versions, formats, baselines, releases, and templates
• Define and control components of services and infrastructure and maintain accurate configuration records
• Propose and agree on interfaces with change management, problem management, network management, release management and computer operations
• Facilitate the negotiation of the scope of the configuration management process in collaboration with CMDB governing structures, process owners, and IT business stakeholders
• Support efficient and effective business and service management processes by providing accurate information about assets and configuration items
• Provide a logical model of the services, assets and different components and their relationships needed to deliver these services
• Design and implement a continual service improvement process for Configuration Management

Service Enhancement & Collaboration

• Manage a continuous service improvement register for IT Service Management
• Assist in audit requirements and remediation for the IT Service Management processes
• Assist in efforts of Availability and Capacity Management
• Assist in documenting the capacity and availability plans with IT Service Owners
• Assist in the incident, service request management, change, release, and access management efforts
• Contribute to the service continuity and disaster recovery procedures
• Contribute to knowledge management and knowledge sharing initiatives across the organisation
• Contribute to effective supplier/vendor management processes
• Contribute to information and cyber security management processes
• Educate other internal Divisions and Departments on the role and responsibilities of the ICS Division

Minimum Requirements

• NQF Level 7 in Information Technology of Computer Science
• ITIL Foundation Certification
• COBIT Foundation Certification
• 2x of any ITIL Intermediate or Specialist Certifications

Experience

• 5 years’ experience in incident, request fulfilment, change, configuration and service asset, and problem management
• 5 years’ experience in implementing ITIL best practices in an IT environment
• 5 years’ experience in developing ITSM policy and processes
• 3 years’ experience working with IT Service Management systems

Knowledge & Skills

• Interface across the organisation with other teams, such as system operations, infrastructure, networks and telephony, application development & support and information security
• Strong operational service management knowledge and skills
• Understanding of IT operations processes and end to end IT infrastructure components/architecture
• Analytical demeanour, strong decision-making skills, and the ability to effectively communicate with individuals across all levels of the organisation
• Excellent written and verbal communication skills at all levels of the organisation
• Adjust to changing priorities while multitasking effectively
• Design, evaluate and document processes and lead teams in accomplishing process review and improvement
• Proficiency in using metrics to measure and model service delivery and drive continuous improvements
• Effective in managing knowledge

Recommendations

• ITIL Expert/Managing Professional
• Experience within Higher Education