Service Management Analyst

MAIN PURPOSE:

To assist in all aspects of the implementation, analysis and support of transactional, collections and customer management systems. To ensure quality delivery and optimum performance and stability of Credit Systems and applications, and optimum integration of new systems and services to the broader WFS environment through favourable leverage of the ABSA relationship. To create a predictive, data driven approach to identifying and resolving IT issues before there is an impact on user base. Assist with Problem Management and production issues.

KEY RESPONSIBILITIES:

Analysis

• Systems analysis within WFS transactional and call centre environment.
• Problem analysis and problem solving with clearly documented outcomes as per the prescribed standards, with specific focus within Service Desk incidents
• Work with Systems Analyst to assist with problem resolution where required.
• Proactively using data to design and provide inputs into IT processes and procedures to ensure optimal decision-making

Production Support

• Responsible for the stability of the integrated production systems environment; provide ongoing feedback to the technical specialist to enable a meaningful account of all support-related variables.
• Resolve user queries, provide input to programming support teams when needed, and provide technical leadership and guidance to support colleagues.

Business & Technical Requirements

• Contribute in workshops to finding solutions to new business and technical requirements
• Clear documentation of business and technical requirements and problems, as well as the solutions to those problems and the systems impact.
• Creation of system requirements specifications for use by 3rd party application and support stakeholders (internal and external).
• Delivery of outcomes to adhere to stipulated change management and fault management processes and frameworks, and overarching governance requirements.

Projects

• Work with Technical Specialist to assist with projects where required.
• Participation and input into post implementation reviews for completed projects.

Advise

• Delivery of considered input to the Technical Specialist for continuous improvement to all systems and architectures, with a view to improving stability and sustainability of systems, in line with business objectives and operating plans.
• Provide system input to design and development of user training material.

Relationship and Stakeholder Management

• Liaison with internal (business) customers and colleagues, external service providers (e.g. at Woolworths & ABSA, DaaS, Innovo), infrastructure vendors and application vendors

Requirements

KEY COMPETENCIES:

• Innovation and Continuous improvement
• Data Analysis / Reporting tools
• System Architecture
• Analytical Thinking
• Generating Solutions
• Results Orientation
• Customer Service Orientation
• Planning & Organising
• Learning Orientation
• Stakeholder Management/ Relationship Building
• Communicates with Influence

TECHNICAL COMPETENCIES

· Product Knowledge (WFS & Absa Specific)

· Business Consulting

· Business Analysis

· Business Process Knowledge

· System Analysis

· Production Support & System Maintenance

MINIMUM QUALIFICATION

· Relevant IT graduate qualification.

· Data analytics would be advantageous

EXPERIENCE REQUIRED

· 2 - 3 years relevant experience in ITSM

ADDITIONAL REQUIREMENTS

• Relevant applications/systems knowledge.
• Understanding and awareness of the operational service levels and SLA’s and integration architecture sustaining the stable operation of WFS systems.

Closing Date: 05 March 2025