Responsibilities

The IT Service Support Analyst is responsible for designing, developing and analyzing IT service management governance, processes and standards in support of the successful delivery and continuous improvement on IT service to the customers. Designs and develops IT service management processes and drives for continuous improvement. Liaises with customers and BTS staff to define, develop, renew and maintain Service Level Agreements. Establishes reporting mechanisms and techniques, conducts in depth analysis and reporting for IT service management processes. Provides service support expertise to BTS staff and promotes the awareness of IT service management processes. Performs the role of functional lead for service management projects.

Qualifications

Education: Diploma in Computer Science from a recognized institute of technology including courses in business/systems analysis and the use of development tools. Certifications in...