IT Analyst - Service Delivery

The IT Analyst - Service Delivery at Access Bank PLC plays an integral role in ensuring the smooth operation and delivery of IT services to the organization. This position focuses on managing service delivery processes, performing analysis, and implementing improvements for IT service performance.

Key Responsibilities

1. Assist in the design, implementation, and optimization of IT service delivery processes and workflows.
2. Monitor service performance metrics and prepare reports for management to highlight areas of success and opportunities for improvement.
3. Act as a liaison between IT and business units to ensure alignment of IT service delivery with business needs.
4. Conduct regular reviews of service delivery and provide feedback for process enhancements.
5. Support incident and problem management processes, ensuring timely resolution of service issues.
6. Engage with stakeholders to gather requirements and feedback to drive service improvement initiatives.
7. Deliver end user support
8. Ensure compliance with Regulatory, Governance and Risk for IT Services
9. Adhere to ITIL Standards for incident, Service request, problem management and change procedures.

Requirements

1. Bachelor’s degree in Information Technology, Computer Science, or a related field.
2. 2+ years of experience in IT service delivery or IT operations.
3. Strong understanding of ITIL framework and service management principles.
4. Excellent analytical and problem-solving skills.
5. Ability to communicate effectively with technical and non-technical stakeholders.
6. Experience with service management tools
7. Proficiency in Microsoft Office Suite and reporting tools.

Benefits

Access Bank Botswana provides a competitive package and will offer the successful candidate a salary commensurate with the person’s qualifications and experience.