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. As a Level 1 BBBEE, we practice our commitment to South Africa's transformation agenda and are at the forefront of digital transformation and cybersecurity. Our solution sets assist our customers in their digital transformation journey.
Our established national footprint, coupled with our unrivalled experience in emerging markets and exceptional technical offerings, achieves 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 the 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.
Business Analyst Role
The Business Analyst provides analytical support to the Service Manager to support the allocated customer base by identifying gaps and creating usable improvement recommendations. The ability to gather detailed business requirements is essential.
KEY ACTIVITIES
Perform gap analysis and create business requirement documentation based on the analysis results.
Facilitate JAD and information gathering sessions; create business presentations for Enterprise Technology Service Management processes.
Design new programs by analyzing 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 COMPETENCIES
Ensure tasks are prioritized appropriately.
Ensure that high-priority tasks are completed timeously.
Provide leadership to deploy/adopt new technologies.
Propose and execute solutions to problems encountered.
Use initiative to find ways of adding value to Nexio without waiting for instructions from management.
Use past experience and initiative to implement improvement strategies to the service tower.
Assist in developing checklists to monitor health and remediate issues experienced by systems and tools used by the team.
Assist in developing standard operating procedures for the operational tasks of the team.
PROFESSIONAL COMPETENCIES
Analyze incidents, events, and cases, and triage and prioritize them for effective remediation.
Ensure timely resolution of incidents and cases.
Analyze cases for effective, efficient interaction with customers and operational teams.
Make high-quality updates in ServiceNow incidents and cases.
Produce, maintain, and contribute to SOPs for functions performed.
Develop and contribute to effective dashboards and action intelligence reporting for Nexio and customers.
QUALIFICATIONS & EXPERIENCE
At least 2 years' experience as a Business Analyst in a complex services environment.
Understand how your specific role fits in with the overall service and service lifecycle.
Must be an effective communicator.
Be a respected member of a department who can combine daily departmental activities with the coordination role.
Know how to 'get things done' with professionalism.
Have knowledge of a complex ISP and IT infrastructure within your department to understand and analyze the data produced by different monitoring systems.
ITIL Foundation Certificate.
Proficiency in Microsoft Word, Excel, and PowerPoint.
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