Senior Specialist: ITSM Senior Specialist

Core Purpose: The IT Service Management Platform Technical Lead is responsible for designing, developing, and maintaining the IT service management platform that supports the organization's IT, customer, and telecommunicatons service delivery and operations. The IT service management platform is a tool that enables the automation, integration, and optimization of internal and externally facing service processes, such as incident management, change management, problem management, service request management, and service level management. The IT Service Management Platform Technical Lead works closely with the service management process owners, service owners, service providers, and other stakeholders to ensure that the platform meets the business needs and aligns with the IT strategy and architecture. A focus on automation and digitalisation is a core component of the role. Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's): Service Management Platform build and support • Manage the build, support, and continuous improvement of o IT Service management platform capabilities o Telecommunications service management platform capabilities o Customer service management platform capabilities o Employee service management platform capabilities • Collaborate with business analysts in order to understand service management requirements • Support the creation of business cases for service management use cases • Build, test and maintain service management capabilities that deliver business requirements, taking maximum advantage of the capabilities of the platform • Collaborate with other teams in order to successfully integrate the service management platform with other Company or 3rd party systems where required • Provide support to operations and support teams to troubleshoot issues currently impacting business operations • Work with business stakeholders to drive continuous improvement of service management Workflow Management Platform build and support • Manage the build, support, and continuous improvement of o Technology workflows o Customer workflows o Finance & Supply Chain workflows o Employee workflows • Collaborate with business analysts in order to understand the business workflow requirements • Support the creation of business cases for automation and workflow use cases • Build, test and maintain workflows that deliver business requirements, taking maximum advantage of the capabilities of the platform • Work with internal and vendor process engineers to ensure workflows are built in accordance with approved business processes • Collaborate with other teams in order to successfully integrate the workflow platform with other MTN or 3rd party systems where required • Provide support to operations and support teams to troubleshoot issues currently impacting business operations • Work with business stakeholders to drive continuous improvement of workflows Workflow and Service Management Observability and Dashboards • Via dashboards, provide operational visibility of all aspects of platform status and performance • Proactively maintain functional availability of all aspects of the platforms • Provide workflow and service management monitoring to all relevant technical and business stakeholders • Work with technical and business stakeholders to drive continuous improvement of business and operational dashboards • Identify better and more efficient ways for the business to use the tools and drive the changes required to achieve these improvements Stakeholder Management • Build and maintain solid relationships with business stakeholders. • Work with business stakeholders to understand how the platform supports current priorities and future plans • Mentor vendor teams and MTN internal teams • Proactively identify areas where automation and AI capabilities can streamline automation and workflow • Liaise with report writers to ensure that data is presented to benefit the business goals • Promote the capabilities of the system across the business to raise awareness and stimulate demand • Run regular internal knowledge sharing sessions with internal teams to create transparency and understanding on the tool and the processes. Delivery Quality • Ensure that new and changed workflow or service management capabilities are implemented in a quality controlled manner • Ensure all deliverables align to the privacy and security by design principles • Ensure adherence to ITSM platform code and configuration quality standards Strategic Input • Contribute to the development and implementation of the IT service management strategy and roadmap, in collaboration with the IT service management process owners, IT service owners, IT service providers, and other stakeholders. • Provide input on the current and future state of the IT service management platform, the IT service management processes, and the IT services. • Identify and propose opportunities for improvement, innovation, and transformation. Financial • Scope and contract with vendors to ensure best value for money for services delivered • Work closely with relevant business areas to ensure that licensing is optimal • Provide input to CAPEX Plans for the area • Provide input to compile and manage CAPEX and OPEX budgets relating to functional activities • Support the creation of the business case for initiatives and projects in functional areas Vendor Management • Manage vendor delivery in terms of quality, value, time and user satisfaction • Ensure vendors are compliant with MTN security, privacy, and delivery standards • Participate in commercial negotiations with vendors to ensure best value. • Work with vendors to highlight opportunities for innovation • Collaborate with vendors to address current business challenges and drive continuous improvement on the platforms • Manage the capex and opex vs current and anticipated demand. Job Requirements (Education, Experience and Competencies): Education (Essential): • 3+ year Degree / Diploma in Computer Science, Engineering, Mathematics, Statistics or related quantitative field Education (Preferred): • 4+ year, B-Hons, MSc or PhD degree in Computer Science, Engineering, Mathematics, Statistics or related quantitative field Experience: • At least 5+ years ITSM and workflow system experience • At least 4 years of architecting solutions from requirements. • At least 5 years of programming experience. • Experience in managing teams. • Track record of self-development and improvement Skills • Programming experience in any programming language. • A strong working knowledge of business process management and improvement • Technical and User document creation • Advance Analytical and Logical skills • Ability to convert business requirements into technical requirements. • Good interpersonal skills. Team player Competencies • Ability to take clear and economically sound decisions in a fast-moving competitive environment. • Strong “can-do“, attitude combined with an ability to take a step back and articulate the implications of key decisions • Robust, conceptual and integrative thinking – pull together multiple strands from many perspectives across the organization and make sense of them. • Business Acumen – a deep understanding of the business as a whole • Planning skills, with the ability to priorities important tasks. • Customer centricity • Analytically inclined • Networking skills – the ability to build relationships internally that foster the flow of work. • Excellent communication skills – the ability to translate strategy into actions and drive implementation. • People skills – creating and nurturing the tone of the internal culture. • Flexibility – the ability to adapt and change in the light of changing circumstances / new information. • Ability to handle uncertainty. • Influencing skills • Ability to manage growth. • Cultural sensitivity • “Big picture” vision / strategic thinking • Conflict management skills • Facilitation skills • Process management skills • Coaching skills • Time management Behavioural qualities: • Presence and conviction to set objectives and drive the achievement. • Influential • Resilience • Innovative • Decisive • Action-oriented • Customer centricity • Diplomacy and tact • Assertive • Relationship builder – strong people focus. • Comfortable working with abstracts and concepts • Operate with integrity. • Pressure tolerance • Focused and priority driven. • Risk aversion • Consultative • Self-starter • Innovative • Flexible and adaptable • Perseverance General You will be working with in a high paced field within a high paced industry. The need to continuously improve one's practical and theoretical skill sets will be paramount to both the team and organizational success. The ideal candidate is a constructive troublemaker, a realistic dreamer and unconstrained innovator. They constantly seek the best solutions to the hardest problems and pursues them avidly. They do not accept that the round peg won’t fit into the square hole but rather perceive that the problem statement was just badly positioned. And most importantly, want to have some fun doing some hard work with broad impact at a great company.