Specialist Incident, Problem and Change Management at Sigma Qualitas Limited

Sigma Qualitas Limited is a network of experienced consultants, with over 50 years work experience in large multinational organizations and the public sector, who have come together for the purpose of giving consultancy services and training to clients across many industries.

Sigma Qualitas is recruiting to fill the position of:

Job Position: Specialist Incident, Problem and Change Management

Location: Lagos

Core Job Functions / Responsibility:
The Incident Management department is the Central Communication point for Major Incidents managed by the organization. He is responsible for the complete process adherence and handling of problems according to SLAs. He will apply a structured methodology and lead change management.

Primary activities

• Respond to user escalations and engage functional escalation and service delivery management as required.
• Responsible for escalating Incidents and User Service Requests within the organization
• Assist the queue managers with the correct rerouting of the misrouted tickets
• Participate in incident management meetings
• Identify process improvements
• Provide incident report to problem management
• Monitoring of tickets and taking the actions necessary to meet service targets
• Managing Incidents including Major Incident with a priority of “Critical” or “High”,
• Managing user escalations for Incidents and user service requests,
• Ensuring correct execution of Incident Management Process is sent
• Assess the change impact
• Complete change management assessments
• Create change management strategy
• Identify, analyze, prepare risk mitigation tactics
• Identify and manage anticipated resistance
• Support communication efforts and Support training efforts
• Integrate change management activities into project plan
• Evaluate and ensure user readiness
• Manage stakeholders
• Track and report issues
• Define and measure success metrics and monitor change progress

Job Requirements and Skills

• Graduate Qualifications: A First degree BEng, BSc, BTec, Science or Technology Only from a recognized University REQUIRED.
• Post Graduate Qualifications: Master’s degree or Post Graduate Qualification would be of ADVANTAGE.
• Experience: 5 to 7 years’ relevant work experience in IT production environment, NYSC is ESSENTIAL.
• Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.), ISO, ITIL, PMP, Applications etc. would be of ADVANTAGE.

Key Skills:

• Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly organized, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organized, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
• Communication, Influencing and Negotiation
• Delegation/ Supervisory
• Problem Solving, Passion for Excellence, Integrity and Empowering people
• Growing people, Team work and Customer Focus
• Business Application Development skills

Application Closing Date
Tuesday, 25th March, 2014

Method of Application
Interested and qualified candidates should forward their CVs and other required information to: [email protected]
Required with your submitted CV are the following:

• Your current earning information and your DOB.
• Your contact details should contain active phone numbers and email addresses.
• Review your CV every time you make a submission, one CV does not fit all jobs.
• Kindly note that we need the subject matter of your response to contain the Job Title you are interested in,
• The file type must be PDF or DOCX, the preference being word documents,
• Any response that contains a file name such as "My CV or My Resume" cannot be treated.

Please Note: short listing is based on the requirements in the given job descriptions above such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience, as specified in the job descriptions.