Ivanti Heat Administrator

4 months ago

Midrand, South Africa Data Centrix Full time

Required Qualifications:
  • Matric & relevant Degree/Diploma in IT
  • ITSM Certificate
  • MCSA / MSCE Solutions Associate / Expert
Responsibilities:
Operational Support:
  • Analyse options, risk, and impact to business processes and recommendations
  • Analyse business requirements by conducting information-gathering sessions with clients, analysing the information and prioritizing the requirements to gain understanding of the business needs.
  • Ensure that all calls are assigned/ reassigned timeously and resolved within Service Target.
  • Assist 1stLine Support ITSM and relevant departments when required, to get requests/ incidents resolved on time.
  • Meeting objective and taking responsibility, apply Best Practice and Standards to proceed
  • Provide governance and stewardship in order to provide direction, focus and set priorities.
  • Implement ITIL best practices for Service Support and Service Delivery
  • Maintaining an effective Service Level Management (SLM) process by defining SLA, OLA and UC.
  • Updating the existing SLA, OLA or UC when required Evaluate and coordinate process enhancements
  • Grow and Implement Service Request Management. Enable the IT customers to define offered services, publish those services in a service catalogue
  • Foundation Data
  • Business Time Segments
  • Configure Assignments
  • Data Management tool
  • Organizational Structure
  • Product and Operational Catalogues
  • People Management
Incident Management:
  • Full Application Administration
  • Data Management
  • Incident Templates
  • Notifications and Milestones
  • Decision Tree Configurations
Service Level Management:
  • Service level management Incident Management
  • Service level management Change Management
  • Service level management Request Management
  • Creating service targets for all of the above
Change Management:
  • Configuring Change Management
  • Configuring task assignments
  • Risk Factors
  • Configuring Task Management System
  • Setting application preferences and options
  • Configuring approvals
  • Configuring Release Management
  • Change Templates
Service Request Management:
  • Set up the framework for Service Request Management Module
  • Create SRM Application Templates
  • Create SRM Application Object Templates
  • Create SRM Process Definition Templates
  • Create SRM Service Request Definitions
  • Configure SRM Approvals
  • Configure SRM Assignments
  • Configure SRM Entitlements
  • Navigational Categories
  • Works Order Settings
  • Work Order Rules
  • Work Order Templates

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