Senior Service Management Analyst
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Key skills for this role
About the Role
Job Purpose The job holder is responsible for supporting the delivery of IT service management operations by tracking service performance, coordinating with stakeholders, and co.
Key Skills for This Role
Responsibilities
- Ensure work is performed based on approved policies, processes, procedures and instructions
- Identify opportunities for continuous improvement of systems, practices, cost optimization, and productivity
- Analyze service performance data to identify trends, bottlenecks, and areas for improvement across IT support functions
- Participate in monitoring SLA, OLA, and KPI compliance to ensure services are delivered according to agreed standards
- Participate in the implementation of service improvement initiatives by providing data insights and recommendations
- Coordinate with cross functional IT teams to follow up on incident resolution, change requests, and problem management activities
- Prepare regular reports and dashboards that summarize service performance, user satisfaction, and improvement metrics
- Document recurring issues and contribute to the knowledge base to enhance first line support effectiveness
Requirements
- Bachelor's degree in Information Systems or a relevant field
- 2 4 years of experience in IT service management or related roles
Full Job Posting
Job Purpose
- The job holder is responsible for supporting the delivery of IT service management operations by tracking service performance, coordinating with stakeholders, and contributing to the resolution of service related issues, in order to uphold SLA commitments and enhance user experience across IT servic
Key Roles and Responsibilities
- Ensure work is performed based on approved policies, processes, procedures and instructions.
- Identify opportunities for continuous improvement of the systems, practices, cost optimization, and productivity & efficiency improvement.
- Ensures compliance with all applicable laws, rules, regulations, and standards within WTCO and related functions such as but not limited to (HC, HSSE, Risk and Cybersecurity, etc..).
- Escalate problems to ensure case/issue is closed efficiently and in a timely manner.
- Analyze service performance data to identify trends, bottlenecks, and areas for improvement across IT support functions.
- Participate in monitor SLA, OLA, and KPI compliance to ensure services are delivered according to agreed standards.
- Participate in the implementation of service improvement initiatives by providing data insights and recommendations.
- Inform in the development and documentation of service management procedures, workflows, and process updates.
- Coordinate with cross functional IT teams to follow up on incident resolution, change requests, and problem management activities.
- Prepare regular reports and dashboards that summarize service performance, user satisfaction, and improvement metrics.
- Receive end user feedback through surveys and interviews to contribute to service quality assessments.
- Document recurring issues and contribute to the knowledge base to enhance first line support effectiveness.
Education Requirements
- Bachelors in Information Systems or Relevant fields
Key Communications
- Internal Stakeholders: All Departments
- External Stakeholders: Consultants, National Cyber Security Authority, Vendors, International Vendors, Government Entities
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