Job Title: IT Service Management Analyst
Job ID: 12596
Location: Lagos, Nigeria
Division: Group IT
Position Category: Group IT Architecture
Employment Type: Full Time – Permanent
Employer: Stanbic IBTC Bank Plc (part of Standard Bank Group)
Position Description:
• Meet SLA targets and deadline
• Ensure reduced number of incidents
• Successful implementations of projects supervised
Job Responsibilities:
• Coordinate IT Daily production, availability & change meetings between IT and business within the bank
• Supporting remedy solution for internal customer support group and the business
• Quarterly SLA review with business
• Develop adequate MIS reporting from service desk (Dashboard, Business Exco report, Master sheet, ATM, link and applications
• Administer the established incident and problem management process
• Ensure that all requests are auctioned and adequately managed from inception till closure
• Ensure that all requests are auctioned and adequately managed from inception till closure
• Coordinate monthly vendor management meeting
• Monitoring and communication of service availability
• Manage the established incident and problem management process
• Ensure compliance to IT's Incident & Problems by capturing, managing, tracking them and ensuring Root Cause documentation
• Administer the processes and procedures designed to recover and protect IT infrastructure in the event of a disaster
• Ensures adherence to defined IT policies
• Any other duties as may be assigned by Department Head & Team Leader.
Key Performance Indicators:
• Number of instances of non-compliance to policy
• Customer satisfaction levels
• Number of customer complaints
• Compliance level to pre-agreed SLAs and OLAs
• Number and value of sanctions received as a result of non compliance to IT policies
• Zero Audit exceptions
• Cycle time to resolve issues assigned by the Helpdesk.
• Cycle time in the resolution of incident tracked on Remedy/Team track
• Internal customer satisfaction level with IT support
• Other KPIs identified by the Head, IT Service & Test Management
Required Skills and Qualifications:
Qualification: Minimum of first degree or its equivalent in numerate or semi-numerate disciplines such as engineering, computer sciences, statistics, mathematics , etc
Minimum Experience:
• Minimum of 2 years post qualification experience.
• Professional Membership
• Professional qualification will be an added advantage; IT professional certification required
Required Competencies
Competence Requirements
Core Skills:
• Relationship Management
• Problem Solving
• Proficiency in the use of data and voice related equipment and software
• IT Security Awareness
• Remedy/Team Track
• Strong MS Office skills (Excel, PowerPoint & Word)
Generic Skills:
• Strong computer skills
• Strong troubleshooting skills
• Interpersonal skills
• Good written and oral communication
• Good leadership skills
• Results Oriented
• Responsive
• Service Orientation
• Customer focus
• Integrity
• Ability to work under pressure
Apply to this job (http://www.jobrib.com/job/30635/it-service-management-analyst-job-at-stanbic-ibtc-bank-plc/)