Required Qualifications: Matric & relevant Degree/Diploma in IT ITSM Certificate MCSA / MSCE Solutions Associate / Expert Responsibilities: Operational Support: Analyse options, risk, and impact to business processes and recommendations Analyse business requirements by conducting information-gathering sessions with clients, analysing the information and prioritizing the requirements to gain understanding of the business needs. Ensure that all calls are assigned/ reassigned timeously and resolved within Service Target. Assist 1stLine Support ITSM and relevant departments when required, to get requests/ incidents resolved on time. Meeting objective and taking responsibility, apply Best Practice and Standards to proceed Provide governance and stewardship in order to provide direction, focus and set priorities. Implement ITIL best practices for Service Support and Service Delivery Maintaining an effective Service Level Management (SLM) process by defining SLA, OLA and UC. Updating the existing SLA, OLA or UC when required Evaluate and coordinate process enhancements Grow and Implement Service Request Management. Enable the IT customers to define offered services, publish those services in a service catalogue Foundation Data Business Time Segments Configure Assignments Data Management tool Organizational Structure Product and Operational Catalogues People Management Incident Management: Full Application Administration Data Management Incident Templates Notifications and Milestones Decision Tree Configurations Service Level Management: Service level management Incident Management Service level management Change Management Service level management Request Management Creating service targets for all of the above Change Management: Configuring Change Management Configuring task assignments Risk Factors Configuring Task Management System Setting application preferences and options Configuring approvals Configuring Release Management Change Templates Service Request Management: Set up the framework for Service Request Management Module Create SRM Application Templates Create SRM Application Object Templates Create SRM Process Definition Templates Create SRM Service Request Definitions Configure SRM Approvals Configure SRM Assignments Configure SRM Entitlements Navigational Categories Works Order Settings Work Order Rules Work Order Templates