Itsm Specialist

Itsm Specialist

Dimension Data

Itsm Specialist

Details of the offer

ITSM SpecialistLooking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

The role works with Group Services Client Success function in client experience and satisfaction improvement. They support the Client Success team by providing client specific SLA performance, operational analytics, adoption/ usage monitoring, and benchmarks against the client’s peers/ best practice. They provide access to the Client Analytics portal and conduct timely and accurate business analysis and reporting to assist with decision making in the organization. They provide quantitative and technical expertise to assigned business units/ leaders to ensure that all relevant operational and financial data are available to support business decisions.

What you'll be doing

Stakeholder engagement

Internal: Client Success, Technical & Support Services Management, Project teams and other internal stakeholders as required.

Value Chain Linkage

- Service Design
- Service Strategy
- Continuous Service Improvement
- Client Success / Services GTM
- Data Analytics

Skills and attributes

Analytics: Specifies and applies appropriate analytical techniques to create information which supports business decision-making. Formats and communicates results, using textual, numeric, graphical and other visualisation methods appropriate to the target audience.

Consultancy: Is able to understand client requirements, collecting data, delivering analysis and problem resolution. Identifies, evaluates and recommends options, implementing if required. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements. Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited.

Business Analysis: Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes. Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration. Works iteratively with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.

Technical Specialism: Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.

Data Analysis: Applies data analysis, data modelling, and quality assurance techniques, based upon a detailed understanding of business processes, to establish, modify or maintain data structures and associated components (entity descriptions, relationship descriptions, attribute definitions). Advises database designers and other application development team members on the details of data structures and associated components.

Key Roles and Responsibilities

In this position you will be required to:

Analyse data and discover trends. Model data to support client success by identifying concerns affecting revenue generation, and recommending opportunities for improvement. Manage challenges associated with investigating and understanding data sets, and build predictive models based on the data Define solutions to address business, process and system problems in their primary function or application domain Promote the reuse of existing assets and compliance with enterprise architecture Perform requirements planning and communicate and escalate issues, requesting assistance from more senior business analysts as required Develop requirements analysis and documentation Facilitate requirements elicitation through applying different techniques.

Work Outputs

Validate data: The role applies best practice methodologies to define, scope, document and validate the requirements of internal and external clients to address business, process and system problems, improvements or change in their primary function or application domain. They validate and analyse data with the aim to discover and quantify relevant patterns and trends. This role will help identify quality sources of data in order to improve business metrics.

Analyse data: The role is required to hold a broad understanding of business practices and processes. Accordingly, they will apply data-mining, statistical, and advanced modeling techniques to data sources. Their aim is to enhance business understanding of our clients to promote client success. This role acts as the interface with various teams to develop contextual analysis around trends of SLA performance, operational metrics and productivity/ utilisation data. They compare the analysis against baseline and/ or industry benchmarks. The role will manage challenges associated with investigating and understanding data sets and building predictive models based on the data.

Interpret data: The role will interpret findings and identify patterns within data sets. They will precisely articulate findings and present recommendations where required. Work closely with various internal stakeholders to understand data pipelines and track down issues that potentially impact business revenue. Identify opportunities where data collection and analysis can improve business and influence decisions.

Resolution: The requirements defined by the role are used by the incumbent or Architects to define best practice solutions for clients. Project Managers manage the delivery of the defined solutions.

Projects: The role takes responsibility for the delivery of project elements with minimal supervision. They may be required to lead a small project and assist with the definition of small project plans or owned elements in a large project or programme plan. They support and manage such projects.

Next career steps

- Senior Business Analyst

Education required

- Relevant Degree in IT / Analytics and Statistical Modelling
- Working knowledge of statistical modelling, data mining and data science, and business intelligence solutions.

Certifications required

- Working towards BABok certification and related Business Analytics certifications
- IIBA membership preferred

Work experience required

- 5 years’ work experience
- 3+ years’ experience required in business analytics, data management and demand forecasting.
- Extensive experience in and with operational aspects of a services business, preferably with a system integrator.
- Experience with Tableau, QlikView, Adobe Omniture, Google Analytics and related BI tools
- Understanding of and experience with ITIL.
- Experience in co-ordinating and managing tasks on small projects
- Experience in the process of developing and implementing new services and systems

What would make you a good fit for this role?

Work with Services clients for both IT Service Management and Integration services, also work with Monitoring, Data and Reporting teams.

Join our growing global team and accelerate your career with us. Apply today.

Equal opportunity employer

We are proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.We do not discriminate based on age, race, colour, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.


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