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  • Posted: Aug 30, 2021
    Deadline: Sep 3, 2021
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    For 15 years we have been building and managing telecommunications towers that are the essential backbone of mobile telecommunications in Africa - the leapfrog technology driving economic development, prosperity and self-sufficiency across the continent. Right now, IHS is leading a new telecoms service sector driven by the growth of middle class business an...
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    Specialist, ITSM Processes, Tools & Documentation

    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.

    go to method of application ยป

    Specialist, Health, Safety & Environment (HSE)

    About the Job

    • We are currently recruiting for a Specialist, Health, Safety & Environment (HSE) who will implement strategies and controls to reduce health, safety and environmental (HSE) risks across sites.

    Key Roles & Responsibilities

    • Contribute towards fostering a positive HSE culture across the organization, ensuring clear accountability, responsibility, skill and knowledge.
    • Ensure the company’s HSE systems and processes follow relevant applicable laws and requirements.
    • Advise management on developments in environmental issues to ensure consistent adherence to local and international legislation, regulations and standards.
    • Advise and support the company’s regional management and staff on results from audits/ risk assessments related to their work areas to ensure safe working environment.
    • Develop and review HSE-specific targets for regional operations in line with the company’s annual HSE plan.
    • Document, implement and supervise SSOW (RA, PTW, etc.) for potential high-risk operations.
    • Prepare site inspection and audit schedules considering all applicable legal and other requirements, such as safety, housekeeping, and environmental aspects.
    • Prepare and execute on-site monitoring programs.
    • Periodically engage regulatory/ governmental agencies (Federal Ministry of Environment, NESREA, etc.) to ensure continual compliance.
    • Implement strategies and controls to reduce health, safety and environmental (HSE) risks across sites.
    • Participate in environment-related conferences, seminars, public hearings, etc.
    • Enhance HSE awareness by sending out monthly environmental tips to regional staff and contributing articles to Internal Communications.
    • Participate in, and provide support for, environment-critical activities, e.g. Environmental Impact Assessments (EIAs), legal compliance monitoring (e.g. noise monitoring, air quality, etc.) across the organization’s operations. Advise management as appropriate.
    • Provide advice and support during incident investigations to establish root causes, cascade lateral learning, and make recommendations to minimize re-occurrences.
    • Coordinate 3rd-party inspections and follow up to ensure close-out actions.
    • Ensure prompt close-out of all corrective actions from incidents, audits, clients’ and/ or customers’ inspections, and/ or complaints.
    • Advise Operations team, SMCs, and SBCs on legislative and regulatory requirements and changes to prevent punitive measures from regulators.
    • Perform any other duties and tasks as assigned by the Country Head, HSE.

    Experience & Qualifications Required

    • Bachelor's Degree in Engineering, Environmental Sciences and/ or any other relevant discipline.
    • Membership of relevant professional body (ISPON, NES, IOSH, IIRSM, etc.)
    • Plus 5 years’ relevant work experience.
    • ISO HSE-MS certifications, e.g. ISO 14001:2015 and ISO 45001:2018.
    • Valid NEBOSH International General Certificate (IGC) in Occupational Health & Safety. NEBOSH Environmental Management Certificate (NEC) will be an added advantage.
    • Demonstrable knowledge in environmental assessment, monitoring, policy-making, and planning.

    Organizational Competencies

    • Be Bold
    • Customer Focus
    • Innovation
    • Integrity.

    Functional Competencies:

    • HSE Standards Compliance & Enforcement
    • Hazard Identification
    • Risk Assessment
    • Auditing & Inspection
    • Incident Investigation.

    Behavioural Competencies

    • Analytical Thinking
    • Initiative/ Judgement
    • Relationship Building.

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Please apply with an updated Resume / CV.

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