DEPARTMENT: INFORMATION TECHNOLOGY.
REPORTS TO IT SERVICE MANAGER.
DUTY STATION: HEAD OFFICE.

JOB PURPOSE.
The IT Service Management (ITSM) Officer will ensure effective delivery, governance and continuous improvement of IT services by overseeing service requests, incident, problem, asset and change management processes to maintain service availability and user satisfaction.

KEY RESPONSIBILITIES.

• Track and monitor the closure of IT audit findings and exceptions across all IT functional areas by maintaining a centralized audit issues register, ensuring timely remediation, complete and accurate documentation, proactive escalation of overdue actions
• Prepare and coordinate comprehensive IT governance and performance reports for submission to the IT Steering Committee, Executive Committee and Board-level committees by consolidating inputs from various IT units into structured, accurate and insightful reports.
• Enhance customer experience by overseeing IT support operations and continuously improving service processes, ensuring timely resolution of user requests, ensuring availability of IT services, generating performance reports on uptime and incident response.
• Manage IT incidents and service requests by ensuring timely resolution, root cause analysis and overseeing effective problem management processes to prevent the recurrence of IT issues.
• Support change management processes to ensure seamless system upgrades and updates.
• Define and enforce SLAs for IT services with departments and vendors.
• Monitor and manage vendors and third-party service providers by ensuring performance meets agreed SLAs, regular assessments and performance evaluations are conducted to ensure continuous compliance and service quality improvement
• Provide training programs for staff on IT service management systems.
• Maintain an accurate and up-to-date inventory of all IT assets including computers, servers, networking equipment and software licenses by implementing and utilizing appropriate IT asset management tools to monitor asset lifecycle and usage

KEY ATTRIBUTES

• Good understanding of ITIL/ITSM frameworks
• Knowledge of IT governance, audit, and regulatory compliance
• Analytical and reporting skills
• Vendor and stakeholder management
• Strong communication and presentation skills
• Problem-solving and root cause analysis capability
• Attention to detail and strong organizational skills

REQUIREMENTS

• Bachelor’s degree in information technology, Computer Science or related field
• Professional certifications such as ITIL Foundation (mandatory), with higher ITIL certifications as an added advantage.
• Minimum of 3 years’ experience in IT Service Management or IT Operations in a financial institution or similar environment.

• Track and monitor the closure of IT audit findings and exceptions across all IT functional areas by maintaining a centralized audit issues register, ensuring timely remediation, complete and accurate documentation, proactive escalation of overdue actions
• Prepare and coordinate comprehensive IT governance and performance reports for submission to the IT Steering Committee, Executive Committee and Board-level committees by consolidating inputs from various IT units into structured, accurate and insightful reports.
• Enhance customer experience by overseeing IT support operations and continuously improving service processes, ensuring timely resolution of user requests, ensuring availability of IT services, generating performance reports on uptime and incident response.
• Manage IT incidents and service requests by ensuring timely resolution, root cause analysis and overseeing effective problem management processes to prevent the recurrence of IT issues.
• Support change management processes to ensure seamless system upgrades and updates.
• Define and enforce SLAs for IT services with departments and vendors.
• Monitor and manage vendors and third-party service providers by ensuring performance meets agreed SLAs, regular assessments and performance evaluations are conducted to ensure continuous compliance and service quality improvement
• Provide training programs for staff on IT service management systems.
• Maintain an accurate and up-to-date inventory of all IT assets including computers, servers, networking equipment and software licenses by implementing and utilizing appropriate IT asset management tools to monitor asset lifecycle and usage

• Good understanding of ITIL/ITSM frameworks
• Knowledge of IT governance, audit, and regulatory compliance
• Analytical and reporting skills
• Vendor and stakeholder management
• Strong communication and presentation skills
• Problem-solving and root cause analysis capability
• Attention to detail and strong organizational skills

• Bachelor’s degree in information technology, Computer Science or related field
• Professional certifications such as ITIL Foundation (mandatory), with higher ITIL certifications as an added advantage.