BancABC is looking for a Senior Analyst (Service Delivery)

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Senior Analyst (Service Delivery)

Post Date:March 1, 2022
Views 332

0 Applications

Career Level Analyst
Qualification Degree
Experience 3-5 Years
Industry ICT

Job Description

Business Unit: Wholesale Banking
Geographical Area: Zimbabwe
Department: Technology Services
Vacancy Manager: Technology Service Delivery Manager

Purpose of the job

To supervise ServiceDesk management, coordinate system changes guided by the business requirements and ICT policy and coordinate problem and incident management as per ITIL framework.

Main Focus Areas

Service Desk Management

Effectively supervises the ServiceDesk system
Formally documents Service Level Agreements and Operational Level Agreements
Ensures SLA target breaches are highlighted, investigated, and managed when producing service reports for each business functional area.
Communicates effectively and supports Technology Services Delivery manager to ensure that quality end-to-end service is maintained
Ensures that all processes used by the ServiceDesk are thoroughly documented, consistently audited, and regularly improved.
Ensures that queries logged on the ServiceDesk are promptly assigned for resolution
Follows up on any open tickets to minimize SLA violations and ensure optimal query resolution rate
Conducts and shares results for the ServiceDesk service and operation performance reviews with Technology Service Delivery Manager
Works closely with all relevant stakeholders, including the support desk team, customers, and other teams that are involved in ServiceDesk operations
Reviews all requests for service, clarifies requirements and assigns to responsible IT team member where necessary

Change and Release Management

Ensures that resource requirements for system changes are available during core hours and that standby support is available out of hours
Communicates the downtime of core services to Service Delivery manager to ensure minimal disruption to service delivery
Ensures the maintenance of any associated release or change documentation and processes
Coordinates the CAB and e-CAB meetings in consultation with Security & Governance
Ensures that the appropriate governance is in place to provide successful delivery of all changes in consultation with Security & Governance
Escalates, where required, following a change or release
Coordinates relevant IT personnel to recover services as quickly as possible in the event of a failed service affecting change
Ensures that retrospective changes are raised and approved in consultation with Security & Governance

Incident and Problem Management

Coordinates the prioritization and escalation of major production incidents
Coordinates the hosting of Major Incident calls towards driving fast incident resolution.
Coordinates the hosting of Major Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
Documents all Major Incidents from escalation to resolution and Major Problems from root cause investigation to permanent problem resolution and closure.
Ensures that the most critical incidents are addressed timely and successfully restored in consultation with Service Delivery Manager
Coordinates major incident service restoration and problem management activities by leveraging technical knowledge of systems supported

Reporting

Consolidates all information required for reports for management
Ensures timely submission of all Service Delivery related reports to line manager
Maintains repository of ServiceDesk documentation for audit and reference purposes

Qualifications and Work Experience

Degree in Computer Science (or a related technical field) or equivalent relevant work experience
Additional IT qualifications are an added advantage

Skills and Competencies:

IT literate with strong experience of working with Microsoft Word, Excel and PowerPoint software
Understanding of ITIL practices
Ability to prioritise workload to effectively meet deadlines
Proactive with independent working skills
Detail oriented
Conscientious and hardworking individual willing to take responsibility for ensuring activities are completed in the required time frame
Ability to work with tight deadlines and able to deal with several issues at once
Good conflict resolution and stress management skills
Excellent written and oral communications skills
Flexible to work long hours as required to meet deadlines
Strong teamwork background
Ability to work with detailed information in a structured fashion

Job Related Knowledge

Knowledge of the use of the ServiceDesk System a must

Interested applicants who meet the job requirements should e-mail their CVs to [email protected] attaching all your academic certificates and National ID with the Heading: “Senior Analyst – Service Delivery”.

APPOINTMENTS WILL BE MAD:E IN COMPLIANCE WITH BancABC’s RECRUITMENT POLICY.

Closing date: 04 March 2022 1630hrs.

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