Information Technology Service Management Specialist

Job Title: IT Service Management Analyst, KAF DIGITAL BANK

Job Summary:

An ITSM analyst is a crucial role responsible for ensuring that an organization&aposs IT services are delivered efficiently and in alignment with business needs. Their function and scope extend beyond basic help desk support; they focus on the entire lifecycle of IT services, from design to operation and continuous improvement. This includes key responsibilities such as managing and optimizing ITSM processes (like incident, problem, change, and request management), analysing service data to identify trends and areas for improvement, and acting as a bridge between IT teams and business stakeholders. An ITSM analyst helps to standardize procedures, improve service quality, and ensure that IT delivers value to the organization as a whole, often through the use of dedicated ITSM software tools.

Responsibilities:

Oversee the incident management process to ensure timely resolution of IT service disruptions. This includes a focus on major incidents to minimize business impact.

Analyse incident trends and patterns to identify and facilitate the Incident Manager in investigating the root causes and then work to implement solutions to prevent future occurrences.

Facilitate the change management process, which includes reviewing, scheduling, and coordinating with IT Change Analyst. This often involves leading or participating in Change Advisory Board (CAB) meetings.

Streamline and improve the process for fulfilling service requests from users.

Regularly analyze ITSM processes, data, and performance metrics to identify and implement opportunities for improvement.

Monitor key performance indicators (KPIs) and metrics for various IT services to ensure they meet service level agreements (SLAs).

Create and deliver reports and dashboards to provide visibility into IT service performance, process adherence, and trends to both IT leadership and business stakeholders.

Facilitate Service Level Manager in determining the trend analysis by using data from incident, problem, and change records.

Act as a liaison between IT teams and business units to ensure that IT services align with business needs.

Maintain and update knowledge base articles, process documentation, and user guides to support IT staff and end-users.

Manage and configure ITSM software platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy) to optimize workflows, create reports, and support IT processes.

Qualifications and Skills:

Bachelors Degree in fields of Computer Science or Management Information System.

ITIL 4 Foundation certification, which demonstrates a solid understanding of the IT service management framework.

Proficient with major ITSM platforms like ServiceNow or Jira Service Management. A deep knowledge of core IT processes, including Incident, Problem, and Change Management, is essential.

Excellent communication and data analysis skills are vital for translating technical information and providing clear reports to management and stakeholders.

A strong analytical mindset and a proactive, detail-oriented approach to problem-solving are needed to drive continuous service improvement.

Fluency in English, both written and spoken