Service Analyst

3 weeks ago

Johannesburg, South Africa Transnet Full time

**_ Equity Statement :Preference will be given to suitably qualified Applicants who are members of the_**
**_designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating_**
**_Division._**

**_ Alternative Application Methods: (Completed Curriculum Vitae to be submitted)_**

Post:
E-mail:
Fax:
before the closing date of the advertisement.

Note: if you have not been contacted within 30 days of the closing date of this advertisement please consider your

We urge all our employees, clients, members of the public and our suppliers to report any kind of fraud or corruption at

**_ Operating Division : Transnet Corporate Centre_**

**_ Position Title : Service Analyst_**

**_ Employee Group : Permanent_**

**_ Department : ICT_**

**_ Location : Johannesburg_**

**_ Reporting To : _**

**_Grade Level : G_**

**_ Reference Number : 6004318_**

**_ Position Purpose:_**
- The Service Analysts role is to perform Service Level monitoring for key IMS services & outsource Partners, generating key

performance and service level reporting regularly. Under the leadership of the Senior Manager: Service Delivery performs the
- necessary investigative work to provide a pro-active view of the Transnet ICT services delivered to customers.
- Identify areas for Service improvement with internal and external parties and drive improvement programs to ensure an

improved Customer Service Experience.
**_ Position outputs:_**
- Produce the necessary Daily, Weekly, and Monthly service level reports indicating performance against targets per IMS

service.
- Perform Gap analysis between current ICT services offered by IMS & those required by business stakeholders and

formulate a roadmap to incorporate new services or enhance existing services offered.
- Improve Service Level Reports through incorporation of automated data collection and analysis techniques with the overall

objective of creating an integrated service delivery dashboard.
- Proactive monitoring of the environment and highlighting potential issues. Monitor and escalate significant performance

breaches to IMS leadership.
- Work closely with the vendor management teams to levy penalties and receives service credits in accordance with

prevailing Service Level Agreements
- Analyse monthly service level reporting from outsource partners for accuracy, compliance to contract as well as

recommending areas for improvement.
- Constant alignment of the Service Catalogue with changes in the environment in accordance with the Service roadmap

update and champion the service Lifecycle within Transnet
- Resolve escalations and track performance issues with service providers and ICT management.
- Align Service Management to best practice frameworks (ITIL, COBIT, Lean Six Sigma) through the development and

implementation of Service management processes & procedures.
- Constant assessment of Risk in the IMS environment and formulation of mitigating plans to address risk in conjunction with

Management.
**_ Qualifications & Experience:_**
- Bachelor’s Degree in Information Technology or related discipline.
- At least 7 years’ experience as an ICT Service Analyst or similar role.
- Experience with large complex ICT Contracts and associating service levels in a large enterprise with 10 000 or more

employees
- ITIL Certified

Standard Job Requirements
- Driver’s license code 08
- Travel as required and approved

**_ Competencies:_**
- KNOWLEDGE & SKILLS- ICT service management lifecycle.
- Transnet policies, procedures, specifications, technical legislation etc.
- Network infrastructure.
- Hardware & Software
- Fixed & Mobile Telephony Configuration & support
- Applications Procurement procedures
- Project management principles Leadership Aptitude & Attitude.
- Enthusiasm & drive.
- Decision making and problem-solving qualities.
- Negotiation and communication skills
- Computer Literacy
- Conflict management
- Extensive information analytical skills
- Time management - capable of meeting tight deadlines
- Stress management - handling of pressure
- Client oriented,
- Innovative

Behavioural Competencies:
Strategy & Sustainability
Inspirational Leadership
Business Performance and Delivery
Relationship Management
Corporate Governance & Compliance
Personal Mastery

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