Description
Purpose Statement
Responsible for leading and executing incident and problem management in IT and driving a 85% success rate on incident resolution against the SLA.
1. Configuration Management
Creates and maintains policies, processes, and standards relating to asset management and configuration management.
Drives adoption of policies, procedures, and standards.
Monitors and maintains IT configurations in the CMDB to ensure adherence to established standards and procedures.
Analyzes and evaluates current IT configurations and identifies areas of improvement.
Troubleshoots and resolves configuration-related issues to maintain system performance and availability.
Collaborates with other IT teams and stakeholders to ensure seamless integration of systems and applications.
Maintains documentation of IT configurations and changes for auditing and compliance purposes.
Identifies and implements automation opportunities to streamline configuration management processes.
Participates in IT projects and initiatives to ensure proper configuration processes are followed.
Keeps up to date with emerging technologies and industry trends related to configuration management.
Assists with change evaluation prior to CAB meetings.
Attends CAB sessions to highlight risks identified on changes.
Ensures CIs are updated and maintained based on outcomes of changes in the CMDB.
Conducts annual reviews of related policies and processes.
Conducts training for configuration management.
2. Asset Management
Creates and maintains policies, processes, and standards relating to IT asset management.
Drives adoption of policies, processes, and standards.
Monitors IT asset management to ensure adherence to established standards and procedures.
Conducts regular audits on IT assets.
Manages and maintains IT storerooms.
Assists with procurement processes.
Responsible for accurate records of all IT assets, locations, and responsibilities.
Identifies assets that have reached end of life and ensures required funding has been requested for replacements.
Facilitates and manages asset replacements.
Ensures monthly reports are compiled within agreed timelines.
Ensures assets are received in good condition, tagged, and captured in the system upon arrival.
Ensures strict adherence to storeroom protocols.
Provides required training regarding asset management.
3. General
Provides support to ITSM.
Provides support to incident and problem management.
Provides support to change and release management.
Provides support to asset administrators.
Requirements
Knowledge and Skills
Formal Education
Matric
Degree in Information Technology / Computer Science
Technical/Legal Certification
A+
ITIL Foundation
ITIL Asset Management
ITIL Release Control and Validation V3 (advantage)
ITIL Service Transitioning V3 (advantage)
ITIL V4 Create, Deliver and Support (advantage)
ITIL V4 Drive Stakeholder Value (advantage)
Kepner Tregoe problem solving or similar (advantage)
Advanced Microsoft Office
Configuration management database tools (Remedy, Freshservice, Device 42)
Experience
3 years' experience working in IT support.
2 years' experience working with configuration management.
Work Level: Skilled
Job Type: Permanent
Salary: Market Related
EE Position: No
Location: Menlyn
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