Service Manager II (Contract)

The Focus Group; Sandton; On-site; ZAR 500,000 - 700,000; Full time

Job summary

The Focus Group in Sandton is seeking a candidate for a Knowledge Management role to manage SLAs between Group Technology and Internal Business partners. The ideal candidate will oversee IT services and have significant expertise in ServiceNow and Knowledge Management.

Your responsibilities will include implementing ServiceNow knowledge management and maintaining the centralized knowledge base. Successful candidates will demonstrate experience in an Agile environment and the ability to collaborate effectively within teams.

Qualifications

• Expertise in Knowledge Management and ServiceNow.
• Experience working in an Agile environment.
• Ability to collaborate effectively with colleagues.

Responsibilities

• Draft, negotiate, and sign off SLAs.
• Implement ServiceNow Knowledge Management.
• Maintain the ServiceNow knowledge base.
• Provide monthly statistics for management reporting.

Skills

Knowledge Management

ServiceNow

Agile

Job description

Description

To draft; negotiate; agree and sign off SLAs; between Group Technology and Internal Business partners and to act as ongoing custodian of the SLAs overseeing the alignment and management of IT services through a process of definition; agreement; operation measurement and review and including monthly monitoring and reporting on operational performance against the SLAs requirements and instigate actions to address negative variances of performance in line with the agreed SLA.

Special Skillset

Service Now Knowledge Management essential

Duties include

The primary purpose of this role is to up-skill an existing resource on all thing\'s Knowledge (Knowledge Management) within ServiceNow (specifically the organization\' s installation of ServiceNow).

• ServiceNow knowledge management implementation.
• Using the framework for efficient storage, easy retrieval, and effective capture of new knowledge.
• Collaborating with colleagues – working closely with co-workers to optimize information storage and usage.
• Maintaining the ServiceNow knowledge base – managing the centralized hub that stores and organizes information for internal staff.
• Ensuring all employees can access important information for their tasks.
• Ensuring easy access to data and company knowledge by implementing user-friendly search tools.
• Encourage a work environment that values and promotes a culture of knowledge sharing.
• Providing monthly statistics for management reporting for digital channels.
• Maintenance of ServiceNow Portal taxonomy.
• Experience in working in an Agile environment.
• Active participation in ServiceNow’s Virtual Agent operational meetings.
• ServiceNow internal communication
• Managing the Banners and Announcements on the ServiceNow End User Portal.