Service Manager

Description:To draft; negotiate; agree and sign off SLAs; between Group Technology and Internal Business partners and to act as ongoing custodian of the SLAs overseeing the alignment and management of IT services through a process of definition; agreement; operation measurement and review and including monthly monitoring and reporting on operational performance against the SLAs requirements and instigate actions to address negative variances of performance in line with the agreed SLA.Duties include:The primary purpose of this role is to up-skill an existing resource on all thing's Knowledge (Knowledge Management) within ServiceNow.ServiceNow knowledge management implementation.Using the framework for efficient storage, easy retrieval, and effective capture of new knowledge.Collaborating with colleagues – working closely with co-workers to optimize information storage and usage.Maintaining the ServiceNow knowledge base – managing the centralized hub that stores and organizes information for internal staff.Ensuring all employees can access important information for their tasks.Ensuring easy access to data and company knowledge by implementing user-friendly search tools.Encourage a work environment that values and promotes a culture of knowledge sharing.Providing monthly statistics for management reporting for digital channels.Maintenance of ServiceNow Portal taxonomy.Experience in working in an Agile environment.Active participation in ServiceNow's Virtual Agent operational meetings.ServiceNow internal communicationManaging the Banners and Announcements on the ServiceNow End User Portal.Requirements:Bachelor's degreeSAFe Agile Methodology certificationsITIL4 certificationSolid Experience of implementing ServiceNow knowledge basesSolid experience constructing analytics of Knowledge base usageGood verbal and written skillsWork Location:Preferable Cape Town Clocktower however depending on resource skillset this can be done remotely (as long as within a Main centre with RSA).SA Citizens only (PIMS SA screening shorter timeline / requirement is urgent)
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