- IT Process Management: Participate in change management, problem management, CSI activities, service transitions, and process improvements.
- ITIL and ITSM Expertise: Apply a solid understanding of ITIL and ITSM processes to enhance service delivery.
- ServiceNow Administration: Administer ITSM tools, knowledge of or be open to learning and enhancing your knowledge in this area.
- Data Quality Improvement: Lead initiatives to improve data quality and support IT Operations management.
- Performance Reporting: Deliver standard and ad-hoc performance reports on Service Desk performance, incident handling, major incident statistics, problem management metrics, and customer satisfaction.
- Operational Analysis: Analyse trends in operational issues, identify areas for improvement, and explore business opportunities.
- ITIL v4 or Equivalent: Experience in an ITIL-aligned environment, with a goal to obtain ITIL v4 qualification.
- Data Analytics and Reporting: Proficiency in creating and presenting data analytics and reporting.
- Cloud IT Operations: Understanding of cloud-based IT operations.
- Service Assurance/Management: Strong background in IT service assurance and management, with experience in change or problem management.
- ITIL Process Implementation: Proven track record in following ITIL processes as part of BAU activities.
- Continuous Service Improvement Initiatives: Experience in delivering CSI initiatives.
- Analytical Skills: Strong analytical mindset.
- Effective Communication: Ability to clearly convey complex technical information to both technical and non-technical stakeholders, both verbally and in writing.
- Problem-Solving: Strong analytical skills to identify issues, assess root causes, and develop effective solutions.
- Attention to Detail: Meticulous approach to data analysis, reporting, and process management to ensure accuracy and reliability.
- Adaptability: Flexibility to adjust to changing priorities and rapidly evolving environments.
- Team Collaboration: Excellent teamwork skills to work effectively with colleagues in IT and other departments.