IT Service Management Support Engineer Contract - GautengHybrid - ISB9802624

Our client requires the services of an Operations Engineer (Advanced) Midrand/Menlyn/Rosslyn/Home Office rotation

• Amazing brand with cuttingedge technology
• Excellent teams in Global team collaboration
• High worklife balance with Flexible hours
• Agile working environment

POSITION: Contract until December 2027

EXPERIENCE: 46 Years related working experience

COMMENCEMENT: ASAP

QUALIFICATIONS/EXPERIENCE

• Minimum 3 years proven working experience in IT Service management support.
• ITIL Foundation
• IT qualification (advantageous)
• Applicable ServiceNow certification (advantageous)

ESSENTIAL SKILLS

• Fluent Englishspeaking including business reading and writing.
• ITIL knowledge and experience
• Experience with supporting IT Service Management (ITSM) processes in large enterprise IT platforms and solutions like ServiceNow or BMC Remedy
• Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter

ADVANTAGEOUS

• Knowledge of IT processes:
  • Manage Configuration
  • Manage Problems
  • Manage Change
  • Manage Request Fulfilment
  • Manage Incidents
  • Manage Knowledge
  • ITSM Reporting
• Experience with the Agile Methodology.
• Building and maintaining strong relationships between IT and the business.
• Ensuring a positive customer experience through effective service management.
• Excelling in clear communication and working well with teams across the organization.
• Being able to identify analyse and resolve issues efficiently.
• GROUP IT experience (not a prerequisite)
• Strong analytical and problemsolving skills with high attention to detail
• Ability to relate and interact with a variety of stakeholders at different organisational levels.
• Strong interpersonal skills including intercultural understanding.
• Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues
• Must be selfmotivated and open to learn independently.
• Proactive and be able to provide new ideas for improvement of processes and work methods.
• Selfstarter.
• Flexibility to take up different tasks in the team and be a team player.
• Approaching problems in a systematic way and finding innovative solutions.
• Collaborating effectively with others to achieve common goals.
• Always considering the impact on the customer and striving to enhance their experience.
• The ability to mediate disputes and find mutually acceptable solutions.
• Willing and able to travel international when required.
• Team player (working in an international environment and team)

ROLE:

• Support during German working hours
• Standby on a 24/7 rotation basis rotated amongst 5 team members
• Standby support to respond to incidents and be able to resolve or delegate to 3rd level support for resolution and manage the incident accordingly
• Action and resolve Incident tickets
• Action and resolve Universal Requests
• Action and resolve Critical Incident Management tickets as required.
• Raise and lead tasks for Problem Management tickets as identified
• Action and coordinate Change Management tasks and tickets as required
• Perform daily handover and startup tasks to ensure operational support
• Ensure that all processes have been investigated/considered in obtaining the specifications of the user requirements
• Attend departmental operation meetings
• Attend weekly standby review and ensure handover of responsibilities as and when required
• Creating and updating documentation of user guides and guidelines including operations manuals.
• Submitting updating and maintaining knowledge articles related to key topics included in the scope of services supported.
• Providing levels of support and ensuring continuous operation of IT services.
• Focusing on continual service improvement to enhance service delivery and process efficiency.
• Interacting with clients such as IT service consumers suppliers and users to maintain service quality and manage relationships.
• NB: By applying for this role you consent to be added to the iSanqa database and to receive updates until you unsubscribe.
• Also note that if you have not received a response from us within 2 weeks your application was unsuccessful.
• Candidates MUST be based in Gauteng or WILLING TO RELOCATE!

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iSanqa is your trusted Level 2 BEE recruitment partner dedicated to continuous improvement in delivering exceptional service. Specializing in seamless placements for permanent staff temporary resources and efficient contract management and billing facilitation iSanqa Resourcing is powered by a team of professionals with an outstanding track record. With over 100 years of combined experience we are committed to evolving our practices to ensure ongoing excellence.