Service Analyst

Nexio; Gauteng; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading technology consultancy is seeking a Service Analyst to enhance service excellence through data analytics and SLA governance. The ideal candidate will utilize BI tools like Power BI to create automated reports and collaborate with various teams to improve service delivery. Candidates should have 2 to 4 years of experience in service management and a diploma in IT or related fields. Strong understanding of ITIL principles is essential for this role.

Qualifications

• 2 to 4 years of relevant experience in service management.
• Familiarity with ITIL principles and data analytics tools.
• Experience in SLA governance and customer engagement.

Responsibilities

• Design automated dashboards using BI tools.
• Monitor SLA compliance and identify breach patterns.
• Analyze datasets to uncover trends and opportunities.
• Collaborate with cross-functional teams.
• Participate in incident management and service reviews.

Skills

Data analysis

SLA monitoring

Customer engagement

ITIL principles

Business intelligence

Education

Senior Certificate (Matric)

National Diploma in Information Technology

Tools

Power BI

Excel

SharePoint

Confluence

Jira

Job description

The Service Analyst plays a pivotal role in enabling data-driven service excellence across Vodacom Business Technology Solutions. This role supports proactive service management through advanced analytics, SLA governance, customer engagement, and continuous improvement. The ideal candidate combines technical acumen with business insight to elevate customer satisfaction and operational performance.

Service Requirement Overview

Role requirements and responsibilities are organized into five competency areas to drive service excellence.

Service Performance and Insights

• Design and deliver automated, interactive dashboards and reports using BI tools (e.g., Power BI).
• Ensure timely delivery of customer-facing service reports (weekly, monthly, quarterly).
• Provide post-incident analytics and insights following major service disruptions or escalations.

SLA Governance and Root Cause Analysis

• Monitor SLA compliance across services and identify breach patterns.
• Perform detailed investigations for SLA breaches, leveraging available systems.
• Track and report on Service Improvement Plans (SIPs) with measurable outcomes.

Customer Experience and Engagement

• Support Service Managers in preparing for customer service reviews, QBRs/EBRs, and strategic engagements.
• Document meeting outcomes, track action items, and ensure resolution within agreed timelines.
• Act as a data translator, turning technical metrics into business-relevant insights.

Data Analytics and Continuous Improvement

• Analyse large datasets to uncover trends, risks, and opportunities for service optimization.
• Develop predictive models and KPIs to anticipate service issues and improve performance.
• Contribute to automation initiatives and process reengineering using Lean/Agile methodologies.

Collaboration and Operational Excellence

• Partner with cross-functional teams to align service delivery.
• Maintain governance documentation and knowledge repositories (e.g., SharePoint).
• Participate in failover testing, RFP responses, and service readiness assessments.

PROFESSIONAL COMPETENCIES

Service Management Expertise

• Deep understanding of ITIL principles, SLA frameworks, and service lifecycle management.

Data Analytics & Reporting

• Proficiency in tools like Power BI, Excel, and experience in building dashboards and reports.

Quality Assurance & Governance

• Knowledge of compliance standards, audit practices, and quality control mechanisms.

Technical Acumen

• Familiarity with telecoms and IT infrastructure (e.g., networks, cloud, security) and how they impact service delivery.

Process Optimisation

• Experience applying Lean, Agile, or Six Sigma methodologies to streamline workflows and reduce waste.

Digital Literacy

• Comfortable working with digital platforms (e.g., SharePoint, Confluence, Jira) and automation tools.

Business Intelligence

• Ability to translate operational data into strategic insights that support business decisions.

Risk and Incident Management

• Understanding of incident response protocols, RCA methodologies, and risk mitigation strategies.

QUALIFICATIONS & EXPERIENCE

Educational Background: Required

• Senior Certificate (Matric)
• National Diploma or equivalent in Information Technology or a related field

Certifications (Preferred):

• ITIL Foundation
• Lean Six Sigma Yellow Belt
• Agile or DevOps Awareness

Professional Experience:

• 2 to 4 years of relevant experience in service management, data analytics, or IT operations within the telecommunications or enterprise IT sector
• Demonstrated expertise in SLA monitoring, performance reporting, and customer engagement