Continual Service Improvement Specialist

The Position: 

Reporting to the Senior Manager Continual Service Improvement, the Continual Service Improvement Specialist will be responsible for identifying and understanding the underlying causes of Technology incidents as well as identifying the best method to eliminate that root cause. 

Key Responsibilities:

• Ensuring assigned Problems are resolved within their SLA.
• Updating and management of the Known Error Database (KEDB).
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management. 
• Participating contributing to major Problem review.
• Preparing change requests for the Senior Manager to eliminate known problems.
• Working with the Senior Manager Continual Service Improvement and Cross functional teams to identifying underlying causes of incidents and preventing recurrences.
• Minimizing the impact of unavoidable incidents.
• Making temporary solutions (workarounds) available to incident management.
• Ensure development of final solutions for known errors.
• Performing trend analysis of important services or historical incidents.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree from a recognized university.
• Professional qualification in ITIL or Project Management.
• 4 years’ experience in Technology.
• 2 years’ experience in I.T Service Management.
• 1 years’ Experience in Problem Management and Project Management.