Senior Associate ITSM

• Identify trends and anomalies in ticket data to inform improvements in service delivery.
• Analyse patterns in incidents and service requests to identify common challenges.
• Recommend automation or process enhancements to streamline operations and improve response times.
• Monitor ticket volumes and resolution times to identify areas requiring attention or improvement.
• Produce regular reports on SLA performance and service availability to inform management and stakeholders.
• Collaborate with operational leads to ensure that the team adheres to SLA compliance metrics.
• Develop strategies to maintain or exceed SLA standards across all service areas.
• Create and maintain dashboards for real-time monitoring of IT services, providing actionable insights to IT management and operational leads.

• Continuously seek opportunities to improve ITSM processes and practices
• Work closely with the IT support teams, operational leads, and other departments to facilitate effective service management practices
• Actively share knowledge and best practices with team members to foster professional growth within the unit
• Conduct periodic audits of ITSM reports and dashboards to ensure accuracy and reliability of information.
• Implement quality assurance standards for reporting and analytics functions
• From time to time, may be required to work extended hours to achieve immediate business driven results

• Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related field
• Certification in ITIL, Six Sigma, or other related quality and process improvement methodologies is an advantage

• Strong understanding of ITIL framework and SLA management
• Proficiency with ITSM software, ticketing systems, and dashboard creation tools
• Excellent analytical skills with the ability to interpret complex data and translate it into actionable insights
• Strong experience in delivery of customer service in the IT context (3+ years)
• Experience in resource planning and forecasting in an IT service delivery context
• Basic to intermediate knowledge of project management life cycle
• Working knowledge and understanding of a Shared Services Centre operation (2+ years) (preferred)

• Comfortable with change
• Ability to work collaboratively with cross-functional teams and manage projects effectively
• Strong communication skills, both written and verbal, with the ability to produce clear and concise reports
• Strong attention to detail and able to juggle competing priorities
• Independent, proactive & resilient
• Effective presentation skills
• Ability to provide career mentorship to entry-level career professionals

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