Vacant Opportunities at BDO South Africa

Description:

• The YES Internship Programme will allow you to learn more about BDO, the world of work and what to expect from a career in your field, as well as more about yourself.

 BDO’s YES Programme offers:

• Structured, output-based environment
• Grow your knowledge and experience from student to employee.
• Open the door to join a dynamic and fast-growing team. 
• Meet, Interact, and develop relationships with, BDO SA managers and partners Stretch yourself personally and professionally.
• Stretch yourself personally and professionally. 

Requirements:

• Qualifications/Recognition of Prior Learning, Work Experience
• Qualifications/Recognition of Prior Learning equivalent
• Diploma\degree\certification

Work Experience:

• >1 year preferred

Skills:

• ITC admin

Competencies:

• Ability to handle and manage stress
• Ability to meet tight deadlines and work well under pressure 
• Excellent command of English, both written and spoken
• Excellent communication skills
• Must be able to work on your own 
• Quality and detail oriented
• Team player

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Main Duties and Responsibilities:

Operations:

• Daily monitoring and scheduling of work.
• Daily monitoring of aging work and SLA adherence.
• Daily monitoring and continuous improvement of proactive checklists.
• Driving Department/Business/Security policy within the team - Clean Desk, Dress code, Security Policy etc.
• Driving, developing, monitoring department standard operating procedures and processes - Incident management, Request fulfilment, Problem management, Change management, Asset management. Ensuring asset register is up to date and reported to BDO finance monthly.
• Ensuring service management tool (ServiceNow) is fully understood and capabilities engaged.
• Driving proactive problem solving, monitoring and compliance via Nexthink Digital Experience tool.
• Creation and administration of a standby schedule - Reporting standby allowances to monthly payroll.
• Maintaining adequate staff for in presence support for office schedule
• Ensuring that a high level of service and user satisfaction is maintained. Ensuring that service escalation is attended to from inception to completion
• Technical Escalation point for the relevant team (inland/coastal) 
• Knowledge sharing actively assessed and engaged and facilitated through ServiceNow knowledge base. Regular review of engaged knowledge articles by team for immediate updating (maintenance).
• Identification of skills gaps within the team and planning/suggesting/scheduling training both internal and outsourced training
• Ensuring that a VIP service is always available and operating as required for accelerated service delivery.
• Conduct service satisfaction surveys (>30% engagement).
• Human Resource Management - Leave, Absenteeism, Team performance improvement, Engagement monitoring, Misconduct matters.
• Structured meeting attendance and engagement (Agenda’s defined)
• Facilitate weekly team meetings/stand-ups
• National monthly team meeting (Combined inland and coastal staff)
• Daily catchups (non-mandatory for experienced staff but mandatory for all interns nationally)
• Monthly service line meetings (All Service lines - HOD's or Champions)

Procurement & Asset Management:

• Approve procurement within defined approval level.
• Ensure that all procurement have the necessary motivations, budgetary breakdowns and approvals from the relevant HOD's and recorded into the ICT asset register at delivery, movement, transfer and handover.
• Monitor ICT contingency stock and ensure that stock is always at required availability levels.
• Engage bulk purchase processes jointly with the procurement department. Identifying the correct specification of hardware/software. Identifying the relevant vendors, liaising with HOD's/P&C for relevant quantities, providing procurement proposal inputs where required.
• Ensure that asset disposals SOP's are followed diligently - Data destruction\HDD formatting to factory default, assets disposal lists and certificates filed on ICT library and sent to finance etc.
• Ensure ICT storerooms are maintained in a formal and logical manner. Stock availability records, "in and out registers, loan allocation registers, contingency register etc.
• Ensure safety of all assets. Assets are always locked away in storerooms when not in use and not stored in any other location.
• Ensure access control of storerooms is maintained with only the named nominated person/s to have access.
• Ensure All stolen/damaged assets have the necessary documents i.e., SAPS case numbers and an affidavit.

Problem Management:

• Monitoring and log incident trends as problems (repeat incident reporting and escalation).
• Document and share workarounds exist for all logged problems.
• Ensure that logged problems are monitored and followed up with relevant technical experts for resolution.
• Weekly Problem Management meeting.
• Facilitate or chair problem resolution meetings.
• Prepare root cause analysis reports and major incident reports in collaboration with ICT management.

Projects and Reporting:

• Ensure projects are recorded in ITSM, managed, and delivered on time within budget.
• Ensure that as a stakeholder/contributor as part of a project, all tasks/actions are delivered on time within the relevant deadline.
• Monthly reporting on the ITSM landscape/operations, health, SLA, Customer Satisfaction etc.
• Report on problem management progress and list.
• Report on service provider service levels.
• Report on projects and other initiative with your responsibility.

Security;

• Fully engage all Information Security Management System responsibilities and security policies requirements.

Requirements:

Qualifications/Recognition of Prior Learning equivalent:

• Grade 12 (Higher Grass Pass)
• IT Technical qualifications (A+; N+; MCSE, ITIL, COBIT, CITM, CompTIA, ITMLP etc.)
• BCom Degree with IT experience

Work Experience:

• 2-5 Years IT Supervisory Experience.
• 500+ staff supported as a minimum.
• Multi regional support landscape preferable.

Knowledge:

• Extensive knowledge of service management processes, procedures and service excellence pursuits
• ServiceNow reporting, dashboarding and configuration advantages.
• Nexthink Digital Experience engagement and configuration advantages
• Windows centric operating system environment knowledge essential (Group Policy Object configuration, Windows Policy enforcement etc)
• Endpoint troubleshooting experience at OS, network and Cloud layers essential.

Technical Competencies:

• Agile & Scrum Methodologies
• Cloud, SaaS, PaaS, IaaS Services
• Email Protection Capabilities
• Specification documentation
• Infrastructure operations
• Performance review
• Quality control
• Scheduling & Time Management
• Project planning
• Telecommunications VOIP
• OS level routing, switching and networking
• Patch management
• Vulnerability mitigation
• Information management
• Behavioural Competencies
• Excellent communication (both verbal and written)
• Excellent interpersonal skills
• Client focused
• Attention to detail
• Holistic and logical thinking
• Disciplined
• Proactive personality
• Team coordination and management
• Excellent problem-solving skills
• Good organisational and time management skills
• Task delegation
• Task management

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Main Duties and Responsibilities:

• Document and monitor business processes, business rules, metrics, and standard operating procedures.
• Manage mini operations jobs across the business, providing analysis of operational problems and recommending solutions to improve operations.
• Monitor OHS, BCM and Sustainability efforts across the business.
• Direct and support in the development of OHS, BC and Sustainability plans and procedures.
• Educate and communicate these efforts as well as requirements, policies, standards, and procedures to business stakeholders through training initiatives.
• Research, enable and consult on improvements in processes to drive efficiencies.
• Develop and implement an operational plan in achievement of business objectives.
• Lead process improvement initiatives to deliver efficiencies and benefits to the business.
• Tracking and reporting on operational performance.
• Performing requirements analysis by gathering and interpreting requirements from key stakeholders in line with business analysis frameworks.
• Participate in the solution design process to make recommendations to create and enhance solutions that are innovative, repeatable, and sustainable and solve complex business problems.

Work with Project Team to manage projects, develop project plans, and monitor performance. This includes:

• managing competing resources and priorities
• developing change management deliverables
• prioritizing initiatives based on business needs and requirements.
• Monitoring deliverables and ensuring timely completion of projects.

Requirements:

• Qualifications, Recognition of Prior Learning, Work Experience, and Knowledge
• Qualifications/Recognition of Prior Learning equivalent:         
• Degree or Diploma in Industrial Engineering or Degree in Commerce.

Work Experience:      

• 3+ Years’ Business Analyst/Process Analyst experience.
• Knowledge:      
• Demonstrated Proficiency in Understanding and implementing business workflows and processes.
• Ability to align requirements with strategic objectives of the firm.
• Ability to interpret data and document facts.
• Business acumen.

Technical Competencies:

• Proficiency in systems analysis, process mapping and requirements elicitation.
• Excellent analytical and problem-solving skills.
• Business acumen.