IT Service Management Coordinator

2 weeks ago

Pretoria, Gauteng, South Africa University of Pretoria Full time

RESPONSIBILITIES:

  • Change management:
  • Coordinate the Change, Service Asset and Configuration, and Service Level processes, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required;
  • Plan, coordinate and document all changes within the change management process;
  • Participate and chair the Change Advisory Board, in the absence of the Chairperson;
  • Effectively assist in the change control management and configuration management function, to ensure mínimal impact to clients' working environment when changes are made to any IT Infrastructure components;
  • Information Technology Service Management process support and development:
  • Assist in the review and realignment of IT service management processes when best practises and standards changes;
  • Provide regular and accurate management reporting on IT service performance;
  • Assist the manager to coordinate and manage the quality of service and performance; ensuring future demand from growth are understood and factored into capacity plans for all associated systems;
  • Coordinate and execute activities for service improvement plans, and ensure actions are followed through to completion in a timely manner;
  • Maintain documentation on standard operating procedures, knowledge articles, and systems;
  • Performance and quality:
  • Work with various Information Technology Services (ITS) staff as appropriate, to determine and resolve problems received from clients;
  • Champion service and support in projects, and develop a strong understanding of projects impacting the unit's service area, ensuring service impact is minimised and agreed;
  • Communicate to higher IT management when a real need arises with regard to a large discrepancy in the current standard offered;
  • Report back on new technology with regard to that which is found in allocated area;
  • Advise various ITS staff on newer technology and changes in IT service management best practices and standards that are available;
  • Technical support:
  • Ensure that the IT service management infrastructure is patched and maintained;
  • Identify changing trends related to security issue;
  • Information and cyber security support:
  • Attend to threats identified by the ITS Cyber Security Incident Response Team;
  • Effect necessary steps to contain the incidents as part of a team for ITS security;
  • Advise user of threats and how to prevent threats;
  • Participate in business continuity and IT disaster recovery activities as when needed.

MINIMUM REQUIREMENTS:

  • Relevant Bachelor/BTech degree;
  • Three years' experience in:
  • Configuration and management of IT Service Management Tools (such as SMAX, ServiceNow, Microsoft SCSM, HEAT);
  • ITIL practices;
OR

  • Relevant National Diploma;
  • Five years' experience in:
  • Configuration and management of IT Service Management Tools (such as SMAX, ServiceNow, Microsoft SCSM, HEAT);
  • ITIL practices.

REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

  • Knowledge:
  • Desktop software and hardware;
  • Technological advancements in IT hardware, software and operating system platforms;
  • Operating systems: Microsoft Windows, Linux, MAC;
  • IT infrastructure;
  • A wide yet indepth technical and system knowledge of information technology systems and infrastructure, the interactions between hardware and software, and problem resolution options;
  • ITSM Solution administration (SMAX, Service NOW, HEAT, Remedy);
  • ITIL framework, including change and configuration;
  • Technical competencies:
  • Technology related concepts and problems;
  • Communication systems/protocols;
  • SCCM administration;
  • Active Directory administration;
  • ITSM solution stacks;
  • Behavioural competencies:
  • Planning;
  • Problem solving skills;
  • Internally motivated to be productive, and ensure productivity and excellence;
  • High level of sense of responsibility;
  • Make decisions with regard to escalation of problems;
  • Innovative;
  • Business communication skills (verbal and written);
  • High level of selfcompetence.

ADDED ADVANTAGES AND PREFERENCES:

  • A+, N+, S+ certified;
  • Three years' indepth experience in COBIT practices;
  • ITIL Foundation certified;
  • ITIL Practitioner certified;
  • Valid driver's license.
The annual remuneration package will be commensurate with the incumbent's level of appointment, as determined by UP policy guidelines. UP subscribes to the BESTMED and UMVUZO medical aid schemes and contributes 50% of the applicable monthly premium.

  • A comprehensive CV;
  • Certified copies of qualifications;

CLOSING DATE:
10 May 202- The University of Pretoria is committed to equality, employment equity and diversity._

  • The University of Pretoria reserves the right to not fill the advertised positions._

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