IT Support Specialist (ServiceNOW) at Old Mutual South Africa

Job Description

• The purpose of the IT Support Specialist role is to administer and support the day-to-day operations of the Old Mutual ServiceNow platform.
• Maintains the stability and usability of the platform across production and nonproduction environments. ·
• Performs routine maintenance to include performance monitoring and error identification and remediation. ·
• Manages support for incidents relating to the applications that are installed on the platform as well as core platform functionalities.
• Leads all upgrades which includes, planning and the execution of the upgrades of the platform. ·
• Manages instance security: user/group access, administration, access control lists. etc.
• Provides configuration assistance to the platform development team. ·
• Responsible to ensure that the platform is up and running and provides standby support when required.
• Provide technical advice and consultation to the business users and stakeholders of the platform.
• Identify / implement ongoing service improvements to systems and processes, people and technology in the aid of a cost saving / optimization. ·
• Responsible for pro-active monitoring of the application · Working with all IT Support teams, Service Management and external stakeholders (for e.g. customer and 3rd parties)
• Uses the ITSM processes to oversee, manage and drive closure of incidents,
• changes and enhancements through both Old Mutual Support Teams and Service Providers
• Uses the ITSM toolset to ensure incidents / changes are work-flowed, according to standard process, procedures and policies.
• Coordinating change pre-implementation meetings and CAB’s.
• Produce monthly incident reports (where required) ·
• Responsible to support the resolution of a major incident and to attend action centres ( when required)
• Responsible to ensure that RCA are being provided and presented at the Problem Forum (when required) ·
• Responsible for ensuring the development of fixes and/or enhancement to the application and for Incident / Change Management and the implementation thereof.
• Responsible for maintaining positive collaboration between all the IT processes, identifying possible deficiencies and improvements. ·
• Communicates effectively regarding support related activities by keeping stakeholders updated all the time. ·
• Adopt and use Agile practices , processes and tools in line with the Old Mutual New Ways of Work (NWoW) operating model.

Required Skills, Experience and Qualifications:

• At least 3 years experience in a similar envirornment
• A relevant 3 year tertiary qualification

Closing Date

25 April 2023