Our client in the Higher Education sector, has an opportunity available for an IT Problem and Configuration Specialist to be based in the Johannesburg area.
Requirements : NQF Level 7 in Information Technology of Computer ScienceITIL Foundation CertificationCOBIT Foundation Certification2x of any ITIL Intermediate or Specialist Certifications5+ years’ experience in incident, request fulfilment, change, configuration and service asset, and problem management.
5+ years’ experience in implementing ITIL best practices in an IT environment5+ years’ experience in developing ITSM policy and processes3+ years’ experience working with IT Service Management systemsStrong operational service management knowledge and skills.
Understanding of IT operations processes and end to end IT infrastructure components / architectureITIL Expert / Managing ProfessionalExperience within Higher EducationKPAs : Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and management processes.
Build documentation and training for all IT staff.Coordinate the identification and resolution of IT problems and, where required, escalate and coordinate resolution with third party suppliers.
Establish a knowledge base for sharing IT problem information.Create and manage the IT Known Errors DatabaseDevelop, implement and manage the IT Configuration Management practice across the entire organisation.
Develop and deploy a fully operational configuration management systemManage a continuous service improvement register for IT Service Management.
Assist in audit requirements and remediation for the IT Service Management processes