Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa's transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey.Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.At Nexio, we have identified five major reasons why our people want to work for us:They get rewarded for their efforts.They have opportunity to work with a high energy team.They form part of the Vodacom/Vodafone Group.There are opportunities to grow their careers.They build trust and lead with a competitive culture.The Business Analyst provides an analytical support function to the Service Manager to support the allocated customer base, identifying gaps and creating usable improvement recommendations. Ability to gather detailed Business requirements.KEY ACTIVITIESTo perform gap analysis and create Business requirement documentation based on the results of the analysis.Facilitate JAD and information gathering sessions. Create business presentations for Enterprise Technology Service Management processes.Design new programs by analysing requirements; constructing workflow charts and diagrams; studying system capabilities; writing specifications.Create user requirements and articulate user stories.Define software configuration specifications.Improve systems by studying current practices and designing modifications.Recommend controls by identifying problems and writing improved procedures.Provide subject matter expertise to the Vodacom Bid Office and functional users as part of the Request for Proposal processes.Develop, maintain and continually progress in knowledge of Service Management applications, including but not limited to: Infovista, ServiceNow, Rae, Google, SharePoint, MSPI.Create training, support and process documents.Independently manage small-to-medium internal department projects.Monitor adherence to Vodacom Business methodology and governance across all business analysis assignments.Provide technical coaching to Service analysts to shape deliverables and develop the business analysis competency.Any other duties as assigned.KEY COMPETENCIESEnsures tasks are prioritised appropriately.Ensures that high prioritised tasks are completed timeously.Provides leadership to deploy/adopt new technologies.Proposes and executes solutions to problems encountered.Uses initiative to find ways of adding value to Nexio without waiting for instructions from management.Uses past experience and initiative to implement improvement strategies to service tower.Assists in developing checklists to monitor health and remediate issues experienced by systems and tools used by the team.Assists in developing standard operating procedures for the operational tasks of the team.PROFESSIONAL COMPETENCIESAnalyses incidents, events and cases and is able to triage and prioritize them for effective remediation.Timeous resolution of incidents and cases.Analyses cases for effective, efficient interaction with customers and operational teams.Makes high quality updates in ServiceNow incidents and cases.Produces, maintains and contributes to SOPs for functions performed.Develops and contributes to effective dashboards and action intelligence reporting for Nexio and customers.Qualifications & ExperienceAt least 2 years' experience as a Business Analyst in a complex services environment.Understands how his or her specific role fits in with the overall Service and Service Lifecycle.Must be an effective communicator.Is a respected member of a department who can combine daily departmental activities with the coordination role.Knows how to 'get things done' with professionalism.Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyse the data produced by the different monitoring systems.ITIL Foundation Certificate.Proficiency in Microsoft Word, Excel and PowerPoint.
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