ITSM Admin, Digital Operations
Corporate Enablement | Digital Services & Solutions | Grade 4
Competencies
Hover on any of the competencies below to view a detailed description.
Core Competencies
Proficiency Levels
Intrapreneurship
Critical Thinking and Data-Driven Decision Making
Facilitates Collaboration and Influence
Learning Agility
Digital Savviness
Results-Driven Outcomes
Public Service Excellence
Leading Change
Technical Competencies
Proficiency Levels
Data Analytics and Visualization
Intermediate
Software Design
Intermediate
Embedded Systems Integration and Programming
Intermediate
IT Governance and Standards
Intermediate
IT Management
Intermediate
IT Asset Management
Intermediate
Potential Movements
Corporate Enablement
Digital Services & Solutions
4
15 Lateral Movements
Key Accountabilities
- Assist to resolve business problems via customer requirements based on system capability and process gaps (ITSM / ITIL).
- Coordinate with service desk engineers to provide on-going technical assistance, handling incident tickets on a priority basis, software configuration / customization assistance including, but not limited to, screen tailoring, workflow administration, report setup, data imports, Lightweight Directory Access Protocol (LDAP) integration, custom scripting and third-party software integrations.
- Support in the integration efforts of IT Service Management System with other systems and facilitate roll out of new applications and modules.
- Work closely with process owners to develop and implement the workflows relating to ITSM and communicate ITSM process and business requirements to the technical implementation and support team.
- Perform routine system administration including management of user accounts, support group changes (e.g., additions, changes, adding / removing members), and provide users with access / roles within the system.
- Monitor overall system performance using system performance and diagnostic tools and dashboards and assist in troubleshooting patch / release management issues.
Preferred Experience And Exposure
- Proven experience as a key technical resource leading the implementation, integration and configuration of ITSM / ITOM Platform solutions (i.e., ServiceNow).
- Certification in ITIL processes is an added advantage