Johannesburg: OSS ITSM Business Analyst

Key Responsibilities: ITSM Metrics Standardization & Governance Lead the end-to-end standardization of ITSM KPIs across Incident, Problem, Change, and Service Delivery Define and enforce a single source of truth for performance reporting Ensure consistent KPI definitions, calculations, and business rules across all reporting outputs Analysis & Gap Assessment Conduct detailed “as-is” assessments of current reporting frameworks Identify gaps, inconsistencies, and conflicting KPI logic across datasets and reports Deliver structured gap analysis with recommended remediation actions Stakeholder Engagement & Alignment Facilitate workshops to validate KPI definitions and resolve ambiguities Act as the key liaison between business stakeholders and reporting teams Drive alignment and adoption of standardized metrics across the organization Requirements & Reporting Design Translate business requirements into clear, implementable specifications for BI delivery Define report structures, dashboards, and user interactions aligned to standard KPIs Maintain a prioritized backlog focused on standardization and optimization Data Validation & Assurance Validate accuracy and consistency of reporting outputs Perform reconciliation between legacy and new reporting systems Ensure data integrity, consistency, and reliability across all outputs Governance & Change Management Establish and maintain ITSM reporting governance frameworks Develop and manage a central KPI dictionary and data glossary Drive adoption through training, communication, and change management initiatives Key Requirements Proven experience as a Business Analyst within ITSM environments Strong knowledge of ITSM processes (Incident, Problem, Change, Service Delivery) Demonstrated experience in data analysis, reporting, and KPI standardization Experience working with BI tools and reporting platforms (e.g., Power BI, DAX advantageous) Strong ability to translate business requirements into technical specifications Excellent stakeholder engagement, facilitation, and communication skills Experience in data governance, reporting frameworks, and metric definition Key Competencies Analytical and problem-solving mindset Strong attention to detail and data accuracy Ability to influence and align diverse stakeholders Structured and methodical approach to reporting and governance Ability to work independently within fast-paced, complex environments What Success Looks Like Fully standardized and governed ITSM reporting framework Eliminated inconsistencies across KPI definitions and reporting outputs Improved trust, transparency, and usability of ITSM data across the business Why Join This Opportunity? High-impact role driving enterprise-wide reporting transformation Opportunity to work on data-driven, governance-focused initiatives Exposure to complex ITSM environments and stakeholders Potential for contract extension based on performance