Senior IT Infrastructure Analyst (IT Service Management) at Ikeja Electricity Distribution Company

Reporting To: Head IT

Role Purpose

• Responsible for managing the IT services and ensuring all IT KPIs are met in line with ITIL standards. He/She is certified in ITIL foundations v3 or 4 with acute understanding of all aspects of service management and ITIL. Encompasses full knowledge required within the service management specialty area. Typically develops process and procedure documentation that are implemented by self or team. Functions independently with minimal oversight and direction. Provides professional guidance and leadership to peers.

Responsibilities

• Develops relationships with external clients and organisations to assess their technology, support, and security needs
• Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
• Offers innovative solutions that meet clients’ needs while remaining cost effective
• Manages projects by creating timelines, adhering to budgets, and assigning staff members
• Establishes client and sales goals, and tracks progress and other metrics
• Maintains relationships with technology, software, and security vendors
• Manages and assesses the performance of staff members who specialise in support, sales, and installation
• Identifies staffing needs and works with human resources colleagues to pursue the hiring process
• Maintains familiarity with current and upcoming IT equipment, services, and other developments
• Coordinates troubleshooting, support, and service for equipment and networks when necessary
• Upholds a sense of customer service and measures client satisfaction
• Measures operational effectiveness and provides reports to leadership on process compliance and operational activities.

Minimum Qualifications

• Bachelor's Degree in Information Technology or Computer Science or any other related field; or MBA in information Technology management or related areas.
• 5 to 8 years’ experience in IT Service Management
• Experience with Customer Service, Management, Leadership, Staffing
• Demonstrated V.3 ITIL foundations understanding.
• Demonstrated experience in developing process documentation.
• Demonstrated experience in developing reports and statistics using spreadsheet software.
• Demonstrated ability to coordinate and facilitate operational meetings.
• Demonstrated ability to develop workflow diagrams for service management areas.

Technical Competencies:

• Computing and User Support
• Networking Administration
• Server Administration
• Disaster Recovery
• Hardware Configuration
• Application Support and Maintenance
• Information Security
• Expert understanding of each ITIL based Service Support process (Change Mgt., Problem MGT., Incident Mgt, Etc.)

Behavioral Competencies:

• Communication and Interpersonal Relations
• Supervisory/Managerial Skills
• Problem Solving and Decision Making
• Managing Resources
• Business Focus
• Keen attention to detail
• Customer-centric