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Change and Knowledge Manager

4 months ago

Johannesburg, South Africa South African Bankers Services Company Pty Ltd Full time

**Job Description**:
This role forms part of the Operations - Change Management and reports into the Manager Technology Change Control.
The focus of this role is to assist with the implementation of the strategic goals, with the focus of Customer and Regulatory service delivery. You will further be accountable for assisting with the development and maintenance of the Configuration Management Data Base (CMDB), Customer Management System (CMS), Service Knowledge Management Database (SKMS), Vendor Management and Reporting in line with ITIL framework Perform Technical and Process Risk Assessments.

**Your role responsibility will be to**:
**Internal Collaboration and Engagement**
- Foster open communication between support areas, establish agreed priorities for projects and leverage shared services in achieving objectives.
- Monitor and highlight trends from Marval that requires action

**Monthly Reporting**
- Ensure quality monthly reporting is submitted on time, professional demonstrable thought/comments, accuracy etc.) and includes customer service provided, implications thereof and any actions taken to grow or improve service or product
- Ensure performance is tracked and drive resolution of any performance issues raised.

**Service Management**
- Ensure Marval problems/incidents are defined, analysed and escalated in order to derive a permanent solution
- Resolve escalated incidents or problems with Vendor/Technical Teams
- Proactive and accurate communication where appropriate
- Maintain and manage vendor relationships, licencing, maintenance & upgrades
- Manage SLA with Vendor/s
- Ensure DR and Prod systems are always in sync and replicated
- Ensure accuracy of the data stored

**You will engage with the following stakeholders**:

- Internal departments
- External Vendors
- End users

**Qualifications and Knowledge**
- Matric Minimum
- ITIL V3 or V4 Foundation Certification
- ITIL Intermediate Service Transition or RCV
- Appropriate diploma i.e. M+2 or appropriate degree i.e. M+3
- Required computer literacy levels

**Experience**
- Minimum 5 years’ experience in related field