Standard Bank Service Management Analyst Jobs in Kenya

Standard Bank Service Management Analyst Jobs in Kenya

Job Purpose

  • Reporting to the Senior Manager Production Assurance, the Service Management Analyst oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure service support and service delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

  • Keeping Technology Team honest on our service promise to business by provide service improvement reports.

  • Rate Technology progress on incident management Performance

  • Showcase our Promise to Business

  • Showcase our Promise to Business

  • Track for patterns and accountability

    Key Responsibilities/Accountabilities

  • Support the Service Level Management process

  • Provide planned and ad-hoc daily /weekly /monthly reports for IT Department by collating and analysing statistics from IT systems.

  • Escalate breach in OLA/SLA to respective IT management representatives.

  • Co-ordinate with Vendor’s to measure SLA performance by reviewing vendor reports and collating valid information for internal use

  • Ensure Customer Centricity in Business Engagements

  • Ensure stakeholder satisfaction by providing weekly updates on issue tracker logs.

  • Facilitate feedback to stakeholders by providing monthly IT service reports that indicate agreed SLA performance.

  • Provide monthly team Perfomance reports.

  • Provide data insights on a weekly and monthly basis.

  • Compile reports on Customer Service Feedback Surveys and share with the IT team.

  • Develop and implement methods of monitoring Customer Service and receiving feedback from Customers including
    monitoring calls to ensure they are handled in a professional and efficient manner, performing follow up calls on completed incidents and requests

  • Monitor team performance with regards to resolution of Incidents/faults

  • Track Continuous Service Initiatives.

  • Monitor team performance with regards to resolution of Incidents/faults

  • Monitor department performance with regards to resolution of Incidents/faults and take corrective measures when calls/incidents are at risk of breaching SLA.

  • Compile periodic performance reports on incident and problem management and share with the IT Management and business owners.

  • Identify shortcomings on the bank’s application systems and provide solutions to improve or rectify them according to business requirements.

    Preferred Qualification and Experience

  • First Degree: IT and Computer Sciences

  • ITIL Foundation Training/Certification. At least demonstrate experience in an Analyst role.

    Experience Description:

  • 5-7 YearsExperience in a service industry or IT service management environment.

  • Experience in Banking Industry is an added advantage. Technically competent with knowledge of systems management, development and implementation methods and infrastructure.

    How to Apply

  • For more information and job application details, see; Standard Bank Service Management Analyst Jobs in Kenya

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