Service Management and Infrastructure Technical Author
Prerequisites - non negotiable
• ITIL + IT Infrastructure + Process analysis ESSENTIAL
• Strong customer engagement and focus essential
• Experience in Process design
• Proven document writing skills
• Must be Fluent in English
• Min of 5years experience in field
• ideally 5-10 years’ experience
RESPONSIBILITIES – within Infrastructure Services
· Stakeholder engagement for the identification of current business processes.
· Apply relevant methodologies, industry and systems principles to capture and document current business processes.
· Document business process improvement initiatives aimed at improving efficiencies and effectiveness of all processes relating to operations.
· Develop documentation in support of the product and service offerings.
· Ensure that processes and procedures as well as systems design are documented in an integrated manner.
· Liaise with Service Owners/Leads to source the information.
· Ensure processes reference the guidelines of policy, standards and regulatory requirements and apply adjustments where required.
· Create Operational Run-book documents to reflect process designs, role impact and responsibilities i.e. working instructions, meta data and data requirements, and technology dependencies.
· Act as facilitator and effectively network with all Service Owners/Leads in order to ensure there are no overlaps or gaps between the different Run-books.
· Document process requirements in terms of time, cost, resources and technologies.
· Document process performance measurement metrics, targets and measurements.
· Perform analysis of all data captured and summarise whenever necessary.
COMPETENCIES
· Analysing
· Technical document writing
· Reporting
· Deciding and initiating action
· Planning and organising
· Formulating strategies and concepts
· Adapting and responding to change
· Learning and researching
· People engagement and networking
MINIMUM/PREFERRED REQUIREMENTS
· B degree in either of the following:
o Information Technology / Computer Science (BCOMP / BScIT / BCS / BIT),
o Engineering (BEng. Industrial (BCE) / Mechanical (BME) / Electrical (BEE) / Chemical (BChE),
o Commerce (e.g. BCOMM / BBIS)
o Science (BSc)
· Extensive experience in ITIL – ideally qualified at a Practitioner, not just Foundation, level
· Five (5) years’ experience in an IT Infrastructure role
· Five (5) years’ experience in an IT Service Management role
· Three (3) years’ of experience within the financial services industry
· Proficient in MS Office (Word, Excel, PowerPoint, Visio, Outlook) and the internet
· Excellent standard of written English: vocabulary, spelling, grammar and punctuation
· Good understanding and work experience within the IT infrastructure environment in one or more the following technology areas: Server Platforms (Wintel / Unix / Linux) / Database Platforms (DB2 / SQL / Oracle) / Mainframe / Midrange (Tandem / Stratus / AS400) /
Storage (SAN / NAS / CAS / Networks (WAN / LAN / MAN) End-User Technologies
· Preference will be given to South African citizens and permanent residents of South Africa with proof of permanent resident status
_
_
Contract Position R400-R450 p/h
JHB - CBD
Prerequisites - non negotiable
• ITIL + IT Infrastructure + Process analysis ESSENTIAL
• Strong customer engagement and focus essential
• Experience in Process design
• Proven document writing skills
• Must be Fluent in English
• Min of 5years experience in field
• ideally 5-10 years’ experience
RESPONSIBILITIES – within Infrastructure Services
· Stakeholder engagement for the identification of current business processes.
· Apply relevant methodologies, industry and systems principles to capture and document current business processes.
· Document business process improvement initiatives aimed at improving efficiencies and effectiveness of all processes relating to operations.
· Develop documentation in support of the product and service offerings.
· Ensure that processes and procedures as well as systems design are documented in an integrated manner.
· Liaise with Service Owners/Leads to source the information.
· Ensure processes reference the guidelines of policy, standards and regulatory requirements and apply adjustments where required.
· Create Operational Run-book documents to reflect process designs, role impact and responsibilities i.e. working instructions, meta data and data requirements, and technology dependencies.
· Act as facilitator and effectively network with all Service Owners/Leads in order to ensure there are no overlaps or gaps between the different Run-books.
· Document process requirements in terms of time, cost, resources and technologies.
· Document process performance measurement metrics, targets and measurements.
· Perform analysis of all data captured and summarise whenever necessary.
COMPETENCIES
· Analysing
· Technical document writing
· Reporting
· Deciding and initiating action
· Planning and organising
· Formulating strategies and concepts
· Adapting and responding to change
· Learning and researching
· People engagement and networking
MINIMUM/PREFERRED REQUIREMENTS
· B degree in either of the following:
o Information Technology / Computer Science (BCOMP / BScIT / BCS / BIT),
o Engineering (BEng. Industrial (BCE) / Mechanical (BME) / Electrical (BEE) / Chemical (BChE),
o Commerce (e.g. BCOMM / BBIS)
o Science (BSc)
· Extensive experience in ITIL – ideally qualified at a Practitioner, not just Foundation, level
· Five (5) years’ experience in an IT Infrastructure role
· Five (5) years’ experience in an IT Service Management role
· Three (3) years’ of experience within the financial services industry
· Proficient in MS Office (Word, Excel, PowerPoint, Visio, Outlook) and the internet
· Excellent standard of written English: vocabulary, spelling, grammar and punctuation
· Good understanding and work experience within the IT infrastructure environment in one or more the following technology areas: Server Platforms (Wintel / Unix / Linux) / Database Platforms (DB2 / SQL / Oracle) / Mainframe / Midrange (Tandem / Stratus / AS400) /
Storage (SAN / NAS / CAS / Networks (WAN / LAN / MAN) End-User Technologies
· Preference will be given to South African citizens and permanent residents of South Africa with proof of permanent resident status
_
_
Contract Position R400-R450 p/h
JHB - CBD
