OSS ITSM Business Analyst

SUMMARY:
We are seeking an experienced ITSM Business Analyst to lead the standardization and governance of IT Service Management (ITSM) reporting metrics across the organization.
 
This role is ideal for a detail-oriented professional with strong analytical, stakeholder engagement, and data validation skills, who can drive alignment across multiple ITSM functions and ensure consistent, trusted reporting outputs.
 
Contract – 6 Months | Possibility of Extension will depend on contractor performance)
Location: Johannesburg (Hybrid)

POSITION INFO:

Key Responsibilities:
ITSM Metrics Standardization & Governance

• Lead the end-to-end standardization of ITSM KPIs across Incident, Problem, Change, and Service Delivery
• Define and enforce a single source of truth for performance reporting
• Ensure consistent KPI definitions, calculations, and business rules across all reporting outputs

• Conduct detailed “as-is” assessments of current reporting frameworks
• Identify gaps, inconsistencies, and conflicting KPI logic across datasets and reports
• Deliver structured gap analysis with recommended remediation actions

• Facilitate workshops to validate KPI definitions and resolve ambiguities
• Act as the key liaison between business stakeholders and reporting teams
• Drive alignment and adoption of standardized metrics across the organization

• Translate business requirements into clear, implementable specifications for BI delivery
• Define report structures, dashboards, and user interactions aligned to standard KPIs
• Maintain a prioritized backlog focused on standardization and optimization

• Validate accuracy and consistency of reporting outputs
• Perform reconciliation between legacy and new reporting systems
• Ensure data integrity, consistency, and reliability across all outputs

• Establish and maintain ITSM reporting governance frameworks
• Develop and manage a central KPI dictionary and data glossary
• Drive adoption through training, communication, and change management initiatives

• Proven experience as a Business Analyst within ITSM environments
• Strong knowledge of ITSM processes (Incident, Problem, Change, Service Delivery)
• Demonstrated experience in data analysis, reporting, and KPI standardization
• Experience working with BI tools and reporting platforms (e.g., Power BI, DAX – advantageous)
• Strong ability to translate business requirements into technical specifications
• Excellent stakeholder engagement, facilitation, and communication skills
• Experience in data governance, reporting frameworks, and metric definition

• Analytical and problem-solving mindset
• Strong attention to detail and data accuracy
• Ability to influence and align diverse stakeholders
• Structured and methodical approach to reporting and governance
• Ability to work independently within fast-paced, complex environments

• Fully standardized and governed ITSM reporting framework
• Eliminated inconsistencies across KPI definitions and reporting outputs
• Improved trust, transparency, and usability of ITSM data across the business

• High-impact role driving enterprise-wide reporting transformation
• Opportunity to work on data-driven, governance-focused initiatives
• Exposure to complex ITSM environments and stakeholders
• Potential for contract extension based on performance