IT Service Management Engineer at Cytonn Investments

Cytonn Technologies (CT) is the Technology affiliate of Cytonn Investments, an alternative investments management firm with offices in Nairobi - Kenya and the D.C. Metro Area in the US. Cytonn Technologies is a respected technology solutions provider that offers innovative, differentiated and efficient technology products and support, web-based solutions and integrated business solutions.

The IT Service Management Engineer is responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions. This role will benefit the company through improved quality, productivity, efficiency, and customer experience.  Will monitor and report on the effectiveness of IT services, design and develop a plan to continually improve IT services at Cytonn.

Responsibilities

• Performs analysis and development of IT service management; (one or more) of Change Management, Incident Management, Problem Management, Configuration Management, Asset Management, Service Level Management, and Release Management systems, tools, processes, and databases.
• Maintain and administer the services to insure compliance with configurations, patches and approved designs.
• Analyzes emergent IT infrastructure service management requirements and engineers integrated system solutions to optimize the service management systems.
• Develops and implements custom solutions using programming/scripts for efficient operation of service management systems.
• Installs, customizes, and integrates IT service management systems and tools, ensuring the reliability, availability, and performance of those systems.
• Provides training to other IT personnel on the correct and efficient use of implemented systems and reports.
• Perform the service management processes and procedures required for accurate and timely data and reports.
• May serve as a work leader, in a non-supervisory leadership position, having job-related responsibilities to lead project assignments in a broad or specialty area.
• Advise teams on design, development and overall best practice configuration of IT systems
• Maintain dashboards and report on KPIs & metrics in Service Management Performance
• Document/Maintain functional business requirements, process flow diagrams, and business use cases
• Assist the process for reviewing and improving policies and procedures to support an ITSM/ITIL framework
• Leverage business analysis knowledge to drive business process improvements
• Work with various departments to implement the latest capabilities of the various IT solutions
• Work with Systems Engineers and Administrators to define integrations and perform integrations and process automation using Orchestration, REST and SOAP web services
• Create ITSM Governance standards and ensure that all changes to reporting, processes, and procedures are reflected
• Any other duties as may be prescribed from time to time

Requirements

• Bachelor's degree in Computer Science, Information Systems or related field
• ITIL Service qualifications (Desirable)
• CISCO Certification(Desirable)
• Experience supporting IT infrastructure and service delivery, preferably with a medium size organisation
• Good understanding of Server & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc.
• A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies
• A very strong customer orientated approach with a delivery bias
• Ability to prioritise and allocate resource/effort appropriately
• Experience of working with 3rd party service providers
• Proactive team player