Tech Officer : Business Analyst (Problem Management)

BCXP; Midrand; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading technology company is seeking a Problem Manager to support the problem management process within its organization. The role focuses on diagnosing and resolving IT incidents, coordinating efforts with technical teams, and participating in post-incident reviews. Candidates should have a National Diploma and 2-3 years of experience in problem management, preferably in the Retail or Telecoms industry. ITIL certification is highly regarded.

Qualifications

• 2-3 years' experience in IT problem management and troubleshooting.
• ITIL certification preferred.
• Drivers Licence and Reliable Vehicle required.

Responsibilities

• Support the problem management process by diagnosing incidents.
• Coordinate with technical teams to implement fixes.
• Participate in post-incident reviews for process improvement.

Skills

Analytical and Problem Solving

Release Management

Service Management

Software Development Methodologies

Communication

Education

Grade 12 National Diploma

Tools

JIRA

Job description

Job grade

Core Description

Responsible for supporting the problem management process within the client’s organization. The primary focus of this role is to identify, diagnose and resolve incidents and problems within the organization's IT infrastructure and software platforms.

Key Deliverables / Primary Functions

• Assist senior problem managers in identifying and documenting incidents and problems both from a business and IT perspective
• Investigate and diagnose incidents and problems, working with technical teams to identify the root cause.
• Contribute to the development and maintenance of the organization's problem management process.
• Analyse incident and problem data to identify trends and patterns that may indicate underlying issues.
• Ensure all incidents and problems are tracked and managed according to established procedures.
• Escalate incidents and problems as appropriate, ensuring that senior problem managers and technical teams are aware of critical issues.
• Coordinate with technical teams to implement fixes and workarounds for incidents and problems.
• Participate in post-incident reviews to identify areas for improvement in the problem management process.
• JIRA Administration
• Process Management : Coordinating, compiling and maintaining reports on required operational documentation and key process overviews to map application support processes
• Communicate with stakeholders, including end-users, technical teams, and management, to keep them informed of incident and problem status.
• Maintain up-to-date knowledge of relevant technologies and industry best practices

Core Functional Skills & Capabilities

Analytical and Problem Solving

Release Management

Service Management

Software Development Methodologies

Core Behavioural Competencies

Job Match

Applying expertise & Technology

Presenting and Communicating information

Working with people

Writing and Reporting

Minimum Qualifications

NQF 4 : Grade 12 National Diploma

Additional Education -Preferred / Advantage

Experience

2 - 3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.

Certifications

ITIL

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control

Level of Engagement

Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required

Ability to work extended / long hours as and when required