ROLE PURPOSE
The Systems Analyst (ITSM) ensures that GIT Service Management systems armaintained and developed to ensure GIT Service Management objectives are met. The System Analyst ensures that GIT delivers stable and high quality software systems to its client. This is done by understanding, studying and analysing requirements for system changes and new systems altogether. The System Analyst draws up technical impact documents as well as writing technical documents that supports the developer to execute on the requirement.
RESPONSIBILITIES
Administration
Produce, update and provide best practice support on the Service Management system, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes. Act as a SPOC (single point of contact) between Business, Support Teams, Vendors and GIT.
Design and Conceptualization
Research and interpret data, trends, and benchmarks relevant to digital products/services design.Design, develop and maintain the GIT Service Management system (SysAid), ensuring that new enhancements are tested and implemented according to best practices.![]()
Analysis of "As Is" and "To Be"
Support and contribute to the documentation of "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required.
Database/Systems Specifications
Provide information and comments on suitability during approval process for system or database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved.Apply ITIL frameworks in systems design, maintenance & deployments
Information Security
Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.
Testing IT Performance
Analyse routine performance website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Operational Compliance
Identify, within the team, instances of non-compliance with the organization''s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.Ensure Service Level Agreements and Contracts are in place and reviewed. Ensure standard operating procedures are in alignment with enterprise processes and governance for compliance purposes.
BEHAVIORAL COMPETENCIES
Ensures accountability
Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.![]()
Communicates effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
Plans and aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.
Tech savvy
Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.
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Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others'' ideas and input.
Action oriented
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
Decision quality
Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues.Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
Optimizes work processes
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pursues, explores, and develops ways to ensure own work is as effective as possible within all relevant processes. Shares an analysis of process problems with stakeholders; discusses how to resolve the issue.
Cultivates innovation
Creates new and better ways for the organization to be successful. For example, constantly looks for new ideas and innovative ways of doing things; makes the effort to get involved in new areas. Offers original ideas and promising new solutions.
Being resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.
TECHNICAL COMPETENCIES
Data Collection and analysis
Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.
Computer skills
Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
Action Planning
Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.![]()
Data Management
Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives.
Compliance
Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
Database Administration
Works without supervision and provides technical guidance when required on designing, implementing, maintaining and administering databases.
IT Data Management
Works without supervision and provides technical guidance when required on managing information throughout its lifecycle by designing and executing appropriate architectures, policies and practices.
IT support
Works without supervision and provides technical guidance when required on monitoring, diagnosing and fixing technological problems.
Network/IT security
Works with guidance (but not constant supervision) to maintain the security, integrity, compliance and continuity of IT systems and services.
IT Testing
Works with guidance (but not constant supervision) to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
Policy and Regulation
Works without supervision and provides technical guidance when required on interpreting and applying knowledge of laws, regulations and policies in area of expertise.
Review and Reporting
Works without supervision and provides technical guidance when required on reviewing and creating relevant, lucid and effective reports.![]()
EDUCATION
General Education
Matric/SAQA Equivalent (Essential)
Relevant ITIL certification and / or accreditation (Essential)
EXPERIENCE
General Experience
1-3 years’ experience in IT Service Management, managing and operating the function (Essential)
Experience with UML designs and/or IBMI/SQL (Advantageous)
ADDITIONAL INFORMATION
*SAQA Accredited Equivalent - It is the onus of the applicant to provide andits subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements.
