IT Service Management Analyst at Stanbic IBTC Bank

Stanbic IBTC Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for an experienced Business Manager to join our dedicated IT team at our office.

Standard Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.

We are recuriting to fill the vacant position:

Job Title: IT Service Management Analyst

Job ID: 12596
Location: Nigeria

Position Description

• Meet SLA targets and deadline
• Ensure reduced number of incidents
• Successful implementations of projects supervised

Job Responsibilities

• Coordinate IT Daily production, availability & change meetings between IT and business within the bank
• Supporting remedy solution for internal customer support group and the business
• Quarterly SLA review with business
• Develop adequate MIS reporting from service desk (Dashboard, Business Exco report, Master sheet, ATM, link and applications
• Administer the established incident and problem management process
• Ensure that all requests are auctioned and adequately managed from inception till closure
• Ensure that all requests are auctioned and adequately managed from inception till closure
• Coordinate monthly vendor management meeting
• Monitoring and communication of service availability
• Manage the established incident and problem management process
• Ensure compliance to IT's Incident & Problems by capturing, managing, tracking them and ensuring Root Cause documentation
• Administer the processes and procedures designed to recover and protect IT infrastructure in the event of a disaster
• Ensures adherence to defined IT policies
• Any other duties as may be assigned by Department Head & Team Leader.

Key Performance Indicators

• Number of instances of non-compliance to policy
• Customer satisfaction levels
• Number of customer complaints
• Compliance level to pre-agreed SLAs and OLAs
• Number and value of sanctions received as a result of non compliance to IT policies
• Zero Audit exceptions
• Cycle time to resolve issues assigned by the Helpdesk.
• Cycle time in the resolution of incident tracked on Remedy/Team track
• Internal customer satisfaction level with IT support
• Other KPIs identified by the Head, IT Service & Test Management

Required Skills and Qualifications
Qualification

• Minimum of first degree or its equivalent in numerate or semi-numerate disciplines such as engineering, computer sciences, statistics, mathematics , etc

Minimum Experience

• Minimum of 2 years post qualification experience.

Professional Membership

• Professional qualification will be an added advantage; IT professional certification required

Required Competencies
Competence Requirements
Core Skills

• Relationship Management
• Problem Solving
• Proficiency in the use of data and voice related equipment and software
• IT Security Awareness
• Remedy/Team Track
• Strong MS Office skills (Excel, PowerPoint & Word)

Generic Skills

• Strong computer skills
• Strong troubleshooting skills
• Interpersonal skills
• Good written and oral communication
• Good leadership skills
• Results Oriented
• Responsive
• Service Orientation
• Customer focus
• Integrity
• Ability to work under pressure

Application Closing Date
21st April, 2014

Method of Application
Interested and qualified candidates should:
Click here to apply online