Job Description

The main purpose of the position is to configure, administer, maintain and provide second-level support for the information technology service management (ITSM) platform, ensuring its stability, usability, availability and alignment with the business requirements of the South African Reserve Bank (SARB) Group.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Configure, test and deploy ServiceNow modules.
• Provide maintenance and second-level support for the ServiceNow platform to ensure its continued availability and performance.
• Troubleshoot and perform root-cause analysis related to the ServiceNow platform.
• Manage technology lifecycle on ServiceNow platform.
• Implement and maintain the governance and security model for the platform as developed by Cyber and Information Security Unit.
• Proactively monitor and report on the availability and reliability of the ServiceNow platform
• Provide periodic reports on the health, usage, performance and lifecycle status of the platform.
• Maintain and document technical standards, procedures, user guides, standard operating procedures (SOPs) and other instructional documents for the ServiceNow platform, in line with best practice, to ensure continuity.
• Collaborate and engage with internal and external stakeholders to understand the business requirements − configure workflows, forms and reports to meet their needs.
• Remediate security vulnerabilities identified on the platform.
• Stay abreast of new developments in ServiceNow.
• Provide guidance on the ITSM platform and provide solutions where required.

To be considered for this position, candidates must be in possession of:

• a National Diploma (NQF 6) in Information Technology (IT) or an equivalent qualification; and
• one to two years’ experience in ITSM tool administration or similar role.

Added advantage:

• ITSM tool certification;
• ITIL v3/4 foundation; and
• COBIT 2019 foundation.

Additional requirements include:

• industry, organisational and business awareness knowledge;
• quality assurance knowledge and skill;
• excellent technical knowledge of ITSM platform configuration and administration;
• continued learning and/or professional development knowledge and skill;
• basic troubleshooting and problem-solving skills;
• continued learning and/or professional development;
• IT enablement planning knowledge and skill;
• systems support knowledge and skill;
• IT enablement reporting knowledge and skill; and
• understanding of critical ITSM processes and other technical procedures.

In line with the SARB’s commitment to diversifying its workforce, preference will be given to suitable candidates from designated groups. People with disabilities are welcome to apply.

The SARB offers remuneration and benefits commensurate with the level of the position and in line with the market. The level at which the successful applicant will be appointed will depend on his/her competence and experience.