Advert reference: uj_001511 Advert status: Online Apply by: 7 June 2024 Position Summary Job category: Education and Training Campus: Auckland Park Kingsway Campus Contract: Permanent Remuneration: Market Related EE position: Open to all Introduction The University of Johannesburg (UJ) is a vibrant and cosmopolitan university, anchored in Africa and driven by a powerful strategy focused on attaining global excellence and stature (GES). With an emphasis on independent thinking, sustainable development, and strategic partnerships, UJ is an international university of choice. The University is guided by the Vice-Chancellor’s vision of “Positioning UJ in the Fourth Industrial Revolution (4IR) for societal impact in the context of the changing social, political, and economic fortunes of Africa”. Responsibilities: The Specialist: IT Problem and Configuration is responsible for developing, implementing, and managing the problem and configuration processes and policy. The IT Problem and Configurationspecialist is a member of the IT Service Delivery management team whose mission is to provide uninterrupted client services and IT support. The Problem and Configuration specialist will primarily manage the problem and configuration processes; whilst contributing to other IT service management processes, functions, and overall IT service delivery. Service Management Participate in efforts to implement ITSM technical solutions necessary to automate processesand support the operation of end-to-end IT services delivery and management processes. Build documentation and training for all IT staff. Update and enforce IT problem and configuration management processes. Adhere to the organisation’s business processes. Demonstrate the value and contribution of IT problem and configuration management to theorganisation. Contribute to knowledge creation, sharing, and maintenance initiatives. Review, implement and manage the Problem Management practice across the entire organisation. Coordinate the identification and resolution of IT problems and, where required, escalate andcoordinate resolution with third party suppliers. Establish a knowledge base for sharing IT problem information. Create and manage the IT Known Errors Database. Ensure all recurring incidents are linked to an IT problem, and that problem reviews occur to ensurethat IT problems are identified. Ensure that all relevant documentation is updated, e.g. user guides and system documentation, beforeIT problem closure. Ensure reports are produced to communicate the progress in resolving major IT problems and monitorthe continuing impact of IT problems not resolved. Define escalation procedures to ensure that IT problems are resolved in the most efficient manner ona timely basis. Design and implement a continual service improvement process for Problem Management. Configuration Management Develop, implement and manage the IT Configuration Management practice across the entireorganisation. Develop and deploy a fully operational configuration management system. Develop and document the naming conventions for IT assets and agree with the relevantstakeholders. Ensure that IT personnel comply with the configuration management standards for object types,environments, processes, lifecycles, documentation, versions, formats, baselines, releases, and templates. Define and control components of services and infrastructure and maintain accurate configurationrecords. Propose and agree on interfaces with change management, problem management, networkmanagement, release management and computer operations. Facilitate the negotiation of the scope of the configuration management process in collaboration withCMDB governing structures, process owners, and IT business stakeholders. Support efficient and effective business and service management processes by providing accurate information about assets and configuration items. Provide a logical model of the services, assets and different components and their relationshipsneeded to deliver these services. Design and implement a continual service improvement process for Configuration Management. Service Enhancement and Collaboration Manage a continuous service improvement register for IT Service Management. Assist in audit requirements and remediation for the IT Service Management processes. Assist in efforts of Availability and Capacity Management. Assist in documenting the capacity and availability plans with IT Service Owners. Assist in the incident, service request management, change, release, and access management efforts. Contribute to the service continuity and disaster recovery procedures. Contribute to knowledge management and knowledge sharing initiatives across the organisation. Contribute to effective supplier/vendor management processes. Contribute to information and cyber security management processes. Educate other internal Divisions, Faculties and Departments on the role and responsibilities of the ICSDivision. NQF Level 7 in Information Technology or Computer Science ITIL Foundation Certification COBIT Foundation Certification 2x of any ITIL Intermediate or Specialist Certifications Experience: 5 years’ experience in incident, request fulfilment, change, configuration and service asset, andproblem management. 5 years’ experience in implementing ITIL best practices in an IT environment 5 years’ experience in developing ITSM policy and processes 3 years’ experience working with IT Service Management systems Knowledge and Skills: Interface across the organisation with other teams, such as system operations, infrastructure,networks and telephony, application development&support and information security Strong operational service management knowledge and skills. Understanding of IT operations processes and end to end IT infrastructure components/architecture. Analytical demeanour, strong decision-making skills, and the ability to effectively communicate withindividuals across all levels of the organisation. Excellent written and verbal communication skills at all levels of the organisation. Adjust to changing priorities while multitasking effectively. Design, evaluate and document processes and lead teams in accomplishing process review andimprovement. Proficiency in using metrics to measure and model service delivery and drive continuousimprovements. Effective in managing knowledge. Recommendations: ITIL Expert/Managing Professional Experience within Higher Education Enquiries: Enquiries regarding the job content: Ms Avhatakali Munyai on Tel: (011) 559 3926 Enquiries regarding remuneration&benefits: Mrs Glaudina Croukamp (HCM Business Partner) on Tel: (011) 559 3467 Your application, comprising of a detailed Curriculum Vitae as well as the names and full contact details (including telephone numbers and e-mail addresses) of at least three traceable and credible referees must be uploaded before or on the closing date of the advertised post. Please also attach the following: a copy of your highest academic qualification, proof of registration with professional bodies you might belong to and if applying for an academic position, a list of accredited research output and/ or a portfolio of your creative output. If you require technical support / assistance on the UJ e-recruitment website, please contact our service provider PNET on the following contact details: 0861 227337/010 140 3099 or email ujsupport@pnet.co.za Candidates may be subjected to appropriate psychometric testing and other selection instruments. In conjunction to merit on the basis of qualifications, experience and proven achievements the University of Johannesburg is committed to providing equal employment opportunities for persons with disabilities and those individuals from the historically disadvantaged groups. As necessitated by operational requirements the University reserves the right not to make an appointment to positions advertised. If you have not received a response from the University within 8 weeks of the closing date, you should assume that your application has been unsuccessful. Do you require help with the registration process? By clicking on the above you are agreeing to this site's Terms of Use . 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