Job Description
About the Role
The Service Analyst plays a pivotal role in enabling data-driven service excellence across Vodacom Business Technology Solutions. This role supports proactive service management through advanced analytics, SLA governance, customer engagement, and continuous improvement. The ideal candidate combines technical acumen with business insight to elevate customer satisfaction and operational performance.
Key Responsibilities
- Design and deliver automated, interactive dashboards and reports using BI tools (e.g., Power BI)
- Ensure timely delivery of customer-facing service reports (weekly, monthly, quarterly)
- Provide post-incident analytics and insights following major service disruptions or escalations
- Monitor SLA compliance across services and identify breach patterns
- Perform detailed investigations for SLA breaches, leveraging the systems available
- Track and report on Service Improvement Plans (SIPs) with measurable outcomes
- Support Service Managers in preparing for customer service reviews, QBRs/EBRs, and strategic engagements
Requirements
- Deep understanding of ITIL principles, SLA frameworks, and service lifecycle management
- Proficiency in tools like Power BI, Excel, and experience in building dashboards and reports
- Knowledge of compliance standards, audit practices, and quality control mechanisms
- Familiarity with telecoms and IT infrastructure (e.g., networks, cloud, security) and how they impact service delivery
- Experience applying Lean, Agile, or Six Sigma methodologies to streamline workflows and reduce waste
Qualifications
- Senior Certificate (Matric)
- National Diploma or equivalent in Information Technology or a related field
Salary & Benefits
Salary details will be discussed during the interview process.
[Note: This section is left blank as no salary information was mentioned in the original job description.]
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in North Johannesburg
As the demand for technology and computing professionals continues to grow in North Johannesburg, the IT industry has become a common destination for job seekers. Typically, roles in this field require a strong foundation in computer systems, software development, and data analysis. Generally, companies in various sectors such as financial services, technology, and manufacturing often have IT departments that cater to their specific needs.
Typically, salaries for IT and computing professionals in North Johannesburg can vary widely depending on factors like experience, company size, and industry sector. Broadly speaking, junior roles may fall within the range of R300 000 to R500 000 per annum, while senior positions can range from R600 000 to R1 200 000 per year. However, please note that these are general estimates and actual salaries can differ significantly based on individual circumstances.
Common skills required for IT and computing roles in North Johannesburg include proficiency in programming languages such as Java, Python, or C++, experience with database management systems like MySQL or SQL Server, knowledge of cloud computing platforms like AWS or Azure, familiarity with agile development methodologies, and strong problem-solving and analytical skills. Additionally, many companies also value skills in areas like cybersecurity, data science, and artificial intelligence.
Industry sectors that commonly employ IT professionals include the financial services sector, technology industry, manufacturing sector, and healthcare sector. The technology industry is particularly prominent in North Johannesburg, with many multinational corporations having a presence in the city. Manufacturing firms, on the other hand, often require IT specialists to manage their supply chain and logistics operations.
For those looking to break into or advance their careers in IT and computing, there are various opportunities for professional development. Typically, this includes pursuing certifications like CompTIA A+ or Cisco CCNA, attending industry conferences and workshops, and participating in online training courses. Many companies also offer internal training programs and mentorship schemes to help employees develop new skills and take on additional responsibilities.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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