Specialist, ITSM Processes, Tools & Documentation at IHS Towers

About the Job
We are currently recruiting for a Specialist, ITSM Processes, Tools & Documentation who will:

• Administer and perform related activities such as data quality assurance and documentation on the SysAid ITSM platform and/ or any other approved ITSM application.
• Provide excellent service support to the SysAid platform in terms of incident management, request fulfillment, and standard change implementation to ensure consumer/ user satisfaction.

Key Roles & Responsibilities

• Administer and support assigned ITSM applications by handling tasks related to feature enhancement, standard configuration, form updates, workflow/ automation, reporting, and dashboard management.
• Configure/ administer assigned ITSM platform based on customer requirements and ITIL best practice with the following modules: incident, problem, change, configuration management, service catalogue, etc.
• Monitor performance, licence usage, proper functioning and troubleshooting to ensure prompt issue resolution.
• Manage and administer all accounts and licences in compliance with SOX controls requirements, information security (IS) policy, and other standards/ guidelines.
• Participate in the planning, implementation and testing phases of ITSM application/ platform installations, upgrades, and/ or optimization projects.
• Maintain a repository of documented policies, processes, procedures, and user support guides.
• Create and maintain internal technical manuals and How-to Guides for knowledge base used by internal customers to execute self-help.
• Work closely with change management for all change-related activities associated with SysAid or any other ITSM application.
• Adhere to existing ITIL processes and best practices. Participate in the development of new processes.
• Work with ITSM vendors as needed on ITSM configurations and testing.
• Provide reporting and performance analytics to track the performance of the service management function.
• Support in the drafting of service management processes and documents that may be assigned.
• Take inventory, maintain and continuously update all ITSM documents and records on the intranet portal.
• Perform data quality assurance audits on service records/ tickets logged by the Service Desk to ensure data integrity, accuracy, and completeness.
• Support in extracting and performing data trend analyses as required/ assigned. Make recommendations to the Senior Specialist-Service Management on continuous process and service improvements.
• Prepare CAB and other operational minutes of meetings, ensuring timely release of reports.
• Verify and ensure all assets and CMDB are uploaded/ registered on the ITSM application/ platform.
• Ensure that the CMDB is kept up to date.
• Perform other tasks and duties as assigned by the Senior Specialist, Service Management.

Experience & Qualifications Required

• Bachelor's Degree in Computer Science, Information Technology or any other related discipline. Advanced Specialist Master’s or relevant professional certifications in the following areas will be an asset: ITIL Foundation, COBIT Foundation, and/ or Asset Management.
• Plus 5 years’ relevant experience in IT Service Management processes and/ or functions such as IT Service Desk, IT Support, IT Operations, and/ or Application Support, including at least 1 year managing or administering an ITSM platform/ application.

Organizational Competencies:

• Be Bold
• Customer Focus
• Innovation
• Integrity.

Functional Competencies:

• Accounting
• ITIL
• ITSM Monitoring Tools & Applications
• Database & Storage Administration
• Data Analysis & Reporting
• End-User Device Monitoring Tools & Applications
• Problem Solving.

Behavioural Competencies:

• Collaboration & Teamwork.