Menlyn: 2624 It Service Management Support Engineer

Date	2024-11-28
Job Title	2624 It Service Management Support Engineer
Employer	More Information
Salary
Category	It Computing Software
Location	Pretoria / Menlyn

Job Summary

What will be your role and responsibilities? Support during German working hours Standby on a 24/7 rotation basis, rotated amongst 5 team members Standby support to respond to incidents, and be able to resolve, or delegate to 3rd level support for resolution, and manage the incident accordingly Action and resolve Incident tickets Action and resolve Universal Requests Action and resolve Critical Incident Management tickets as required Raise and lead tasks for Problem Management tickets as identified Action and coordinate Change Management tasks and tickets as required Perform daily handover and start-up tasks to ensure operational support Ensure that all processes have been investigated / considered in obtaining the specifications of the user requirements Attend departmental operation meetings Attend weekly standby review, and ensure handover of responsibilities as and when required Creating and updating documentation of user guides and guidelines including operations manuals. Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported. Providing levels of support and ensuring continuous operation of IT services. Focusing on continual service improvement to enhance service delivery and process efficiency. Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships. Essential skills requirements: ITIL knowledge and experience Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter Advantageous skills requirements: Knowledge of IT processes: Manage Configuration Manage Problems Manage Change Manage Request Fulfilment Manage Incidents Experience with Manage Knowledge ITSM Reporting Building and maintaining strong relationships between IT and the business Ensuring a positive customer experience through effective service management Excelling in clear communication and working well with teams across the organization Being able to identify, analyse, and resolve issues efficiently Strong analytical and problem-solving skills with high attention to detail Ability to relate and interact with a variety of stakeholders at different organisational levels Proactive and be able to provide new ideas for improvement of processes and work methods Approaching problems in a systematic way and finding innovative solutions Collaborating effectively with others to achieve common goals Always considering the impact on the customer and striving to enhance their experience The ability to mediate disputes and find mutually acceptable solutions Willing and able to travel international when required Team player (working in an international environment and team) If you are a motivated individual with the necessary qualifications and experience, we invite you to submit your CV. Please note that if you do not receive a response from us within 2 weeks, your application was not successful

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2624 It Service Management Support Engineer position available in Pretoria, Menlyn. This job position was posted by . The job has been posted on 2024-11-28 in the It Computing Software category

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