Junior Sla-change Analyst za

3 days ago

Cape Town, South Africa Computacenter Full time

**Junior SLA-Change Analyst_ZA**:
**Location**: South Africa-Cape Town | **Job-ID**: 201891 | **Contract type**: Permanent | **Business Unit**: Change Management

**Description**:
To ensure efficient and prompt handling of all Changes in a client’s infrastructure and to minimize the Risk and Impact to their estate by using standardized methods and procedures.

**Responsibilities & Accountabilities**:

- Ensure all Requests for Changes are registered on the Computacenter and Customers Tool Management System for tracking and auditing of SLA / OLA.
- Vet all RFC's.
- Ensure all logged Request for Changes, are promptly and correctly approved by authorised approvers.
- Ensure all logged RFCs are updated on the Tool Management System with progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
- Ensure all Emergency Changes are efficiently processed in line with the Change Management procedure and communicated to relevant parties.
- Ensure all approved changes are communicated to all effecting service owners and the SOC Bridge.
- Liaise with all necessary parties to co-ordinate the change building, testing and implementation in line with schedules.
- Ensure all RFCs are closed within a timely manner.
- Attend and/or chair CAB meetings in absence of Change Manager or as requested.
- Ability to understand the impact of Change on a Customer environment.
- Managing the Risk associated and having the Authority to challenge Customer and CC requestors.
- Know your contractual service and obligations to understand the impact of customer driven change.
- Engagement with Configuration Management
- Escalate issues in line with company processes to ensure customer demands are met.
- Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
- Own the Remote Services Forward Schedule of Changes (FSC) and ensure that the most up to date version is available for all to view and updates communicated.
- Provide ad-hoc and routine change management reports to the agreed timescales.

**Performance indicators**:

- Understand and adhere to policies and procedures.
- Demonstrates relevant Face behaviours.
- Keep skills up to date with IT industry standards as appropriate to the role/Contract.
- Attain and maintain accreditations as appropriate to the role/Contract.

Daily
- Queue Management.
- Time booking in MARS.

Weekly
- Input Process improvement ideas to Seniors/Change Manager.
- Assist in minute taking for the CABS hosted by your Change Manager.

Monthly
- Compile & send account summaries to seniors before 25th of each month
- Ensure SLA/OLA targets are met.

**Knowledge, Skills and Experience**:

- Works under general supervision. Uses discretion.
- Demonstrates analytical and systematic approach to resolving complex problems and assignments.
- Broad experience in IT Service environment.
- Proven ability to work under pressure and to tight deadlines.
- Analyst needs to work in a concise and professional manner
- Well-spoken/Articulated
- Good Time management skills
- ITIL v3 Foundation

**_Please Note: For this role, you may require access to sensitive financial information._**

**Current information for our applicants**

**About us**

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
winningtogether #peoplematter

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