Author Topic: IT Service Management Analyst Job at Stanbic IBTC Bank Plc  (Read 294 times)


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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

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