Service Analyst - Midrand, South Africa - Jurumani Solutions

Jurumani Solutions
Jurumani Solutions
Verified Company
Midrand, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
If investigations, analysis and finding route causes for faults withing the Service Management environment is the exposure you are looking for then Jurumani Solutions is the right place for you


Offering an environment where a strong customer service focus and the practice of working with the latest technologies and systems are believed to be fundamentally useful to both the Client and Jurumani Solutions.

Providing opportunity to focus on internal and external technical support and business operating capabilities.

The environment encourages agile and DevOps modes of operation, particularly for software we build and manage ourselves within the business.


Responsibilities:


  • Escalate Service Agreement breaches within this section to the Manager.
  • Coordinate service development with other departments when needed.
  • Engage with other departments to keep an uptodate view on their objectives and activities.
  • Identify improvement opportunities to processes and systems within the department.
  • Help the Service Manager build the business case for an enhancement request and SIP's.
  • Follow the Service Management process, procedures and work instructions.
  • Identify opportunities for improvement.
  • Obtain the technical and organizational knowledge required to perform the activities.
  • Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLA's.
  • Seek communication with peer Service Management Business Analysts.
  • Be informed of the objectives and activities of the various support groups.
  • Coordinate Service development with other sections and/or departments.
  • Understand the process, procedures and work instructions.
  • Use the process, procedures and work instructions as designed.
  • Generate and compile monthly performance reports according to the Business's standards and templates on a weekly, monthly and quarterly basis.
  • Perform detailed investigations for SLA breaches.
  • Assist with Failover Testing.
  • Assist with responding to RFP's.
  • Ensure that service reports are produced for each customer service by the 7th of each month and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIP's).
  • Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed.
  • Analyze monthly reports and make recommendation when SIP's are required.
  • Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
  • Execute and Monitor processes that fall within their scope role.

Minimum requirements

  • ITIL Foundation Certificate would be an advantage
years' experience in data gathering, analysis and report compiling

  • Proficiency in Microsoft Word, Excel and PowerPoint
  • SQL queries would be an advantage
  • Must be an effective communicator
  • Is a respected member of a department who can combine daily departmental activities with the coordination role
  • Knows how to 'get things done' with professionalism
  • Has knowledge of the Telecommunication and IT Infrastructure within his or her department to understand and analyse the data produced by the different monitoring systems.
  • Understanding of telecommunication fixed services
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