IT Service Management (ITSM) Specialist job at Nft Consult Ltd
Vacancy Title:
IT Service Management (ITSM) Specialist
Type:
FULL TIME
Industry:
Consulting
Category:
Computer & IT
Jobs at:
Nft Consult Ltd
Deadline of this Job:
Tuesday, August 20, 2024
Duty Station:
Within Uganda, Kampala, East Africa
Summary
Date Posted:
Wednesday, August 07, 2024
Base Salary:
Not Disclosed
Similar Jobs in Uganda:
- Learn more about Nft Consult Ltd
- Nft Consult Ltd jobs in Uganda
Job Details:
The ITSM Specialist plays a crucial role in ensuring the effective delivery and management of IT services within the organization. This individual is responsible for implementing, maintaining, and improving IT service processes in alignment with industry best practices and the specific business needs. The ITSM Specialist will collaborate closely with IT teams, stakeholders, and end-users to enhance service quality, efficiency, and user satisfaction.
Key Responsibilities:
- Process Implementation and Improvement:
- Implement and maintain ITIL-based service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
- Identify opportunities for process improvement and automation.
- Develop and maintain process documentation, work instructions, and knowledge articles.
- Incident and Problem Management:
- Ensure timely resolution of incidents to minimize service disruptions.
- Lead problem investigations, identify root causes, and implement preventive measures.
- Track and analyze incident and problem trends to proactively address recurring issues.
- Change Management:
- Oversee the change management process, ensuring changes are assessed, approved, and implemented with minimal risk.
- Coordinate change activities with relevant stakeholders.
- Monitor change implementation and assess the impact on services.
- Service Request Fulfillment:
- Manage service requests efficiently, ensuring timely delivery of standard services.
- Coordinate with relevant teams to fulfill complex service requests.
- Knowledge Management:
- Establish and maintain a knowledge base for IT services and processes.
- Encourage knowledge sharing among IT teams and end-users.
- Ensure knowledge articles are accurate, relevant, and accessible.
- Service Level Management:
- Define, monitor, and report on service level agreements (SLAs).
- Ensure service performance meets or exceeds agreed-upon targets.
- Generate and maintain a Service Catalogue for all IT Services.
- Customer Satisfaction:
- Engage with end-users to understand their service needs and expectations.
- Regularly assess customer satisfaction and take action to address any concerns.
- Reporting and Analytics:
- Generate regular reports on service performance, trends, and KPIs.
- Use data analysis to identify areas for improvement and make informed decisions.
Qualifications and Skills:
- Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ITIL v4 certification (Foundation level or higher preferred).
- Experience:
- 3+ years of experience in IT service management.
- Strong understanding of ITIL best practices and service management processes.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or Cherwell.
- Skills:
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work independently and as part of a team.
- Strong customer service orientation.
Additional Desirable Skills:
- Experience with IT automation and orchestration tools.
- Familiarity with agile methodologies.
- Understanding of cloud-based IT services.
- Knowledge of IT security best practices.
Benefits:
- Competitive salary and benefits package.
- Opportunity to work in a dynamic and challenging environment.
- Professional development and training opportunities.
- Contributions to a positive and collaborative team culture.
Work Hours:
8
Experience in Months:
36
Level of Education:
Bachelor’s Degree
Job Application Procedure:
Interested and qualified candidates can click here to apply.
