IT Enhancement Services Officer

Job Description

Part of Escalation management team to Incident resolution

• Document and agree requirements and produce SLRs

(Service Level Requirements)

• Review, Negotiate and Sign OLAs

• Review and document (when applicable) ITSM processes

• Work on Continual Service and Process improvement plan through the entire IT Organization

• Work on Business Services SLA’s and sign off with Relationship managers

• Work on Business IT Services

Catalogue and sign off with

Relationship managers

Evaluate the effectiveness and

efficiency of the Services and Processes

• Prepare IT processes assessment reports

Job Requirements

Qualification / Capabilities:

Education:

• University Degree Holder in Computing / IT or equivalent industry experience;

Experience:

• Minimum 5 years of

Information Technology Area experience with minimum 2-5 years ITSM experience, preferably in a Banking and Finance environment

Minimum 3-yearexperience in service and process improvements role.

Skills/Attributes:

• A good understanding of the overall organization

• Knowledge of

organization structure and the business-to-customer relationships

• Analytical abilities and technical knowledge

• Good communication skill and presentational skills

• Service Oriented mind-set

• Knowledge of Service

Level and Catalogue

Management

• ITIL certification is preferred