Job Description

To development, implement, optimise and influence Incident / event management processes / systems to influence
service delivery by applying Service Operations (Incident, Request, Event and Access Management) aligned to the
ITIL Service Lifecycle, relevant ISO standards and Cobit Governance to Government enabling effective service
management, to support the management of BA, SLAs, OLAs and underpinning contracts.
Key Responsibility Areas

• Implementation of ITIL Life Cycle stage (Service Operations) relevant to all types of incidents, requests, events

and access management issues raised against SLA / OLA and underpinning contract requirements and highlight
areas of performance risks in order

• Monitoring and evaluation of incidents, request, event and access requirements life cycle against SLA

requirements and mitigation of risks

• Monitoring and evaluation of all escalation mechanisms with regard to management of risk to enable consistent

effective service delivery and performance

• Provide input in planning and facilitating Incident, Request, Event Access Management audits
• Manage critical and high impact Incidents, Requests, Events and Access Requirements
• Collaborate with relevant stakeholder in managing the Incident, Request, Event and Access Management life-

cycle processes
Qualifications and ExperienceMinimum: 3-year National Diploma in Computer Science, Information Technology or equivalent; and ITIL
Foundation Certification.
Experience: 3-5 years' experience in Service Management principles related to Incident, Request, Event and Access
Management good practice methodologies, implementation and application of Service Asset and Configuration
Management process and supporting technologies e.g (ITIL, Cobit, ISO), working in a team and involvement in
project management delivery concepts and dealing with customers.
Technical Competencies DescriptionKnowledge of: Processes and procedure development and implementation. Understanding of Service Operations
aligned to ITIL good practice methodology. Understanding service/process performance evaluation, monitoring and
reporting. Fair understanding and practice of Project Management. Fair understanding of ICT industry and IT
Architecture and components. Personal Attributes/behaviours; Agility, Collaboration, Customer Centricity,
Innovation, Integrity and Empathy).
How to applyTo apply please log onto the e-Government Portal and follow the following process
1.
Register using your ID and personal information
2.
Use received one-time pin to complete the registration
3.
Log in using your username and password
4.
Click on Employment & Labour
5.
Click on Recruitment Citizen to create profile, update profile, browse and apply for jobsOr, if candidate has registered on eservices portal, access www.eservices.gov.za, then follow the below steps:1.
Click on Employment & Labour
2.
Click on Recruitment Citizen
3.
Login using your username and password
4.
Click on Recruitment Citizen to create profile, update profile, browse and apply for jobs
For queries/support contact egovsupport@sita.co.za OR 080 1414 882CV`s sent to the above email addresses will not be considered.Closing Date: 25 October 2024DisclaimerSITA is an Employment Equity employer, and this position will be filled based on Employment Equity Plan.
Correspondence will be limited to short-listed candidates only. Preference will be given to members of designated
groups.

If you do not hear from us within two months of the closing date, please regard your application as
unsuccessful.

Applications received after the closing date will not be considered. Please clearly indicate the reference
number of the position you are applying for.

It is the applicant`s responsibility to have foreign qualifications evaluated by the South African Qualifications
Authority (SAQA).

Only candidates who meet the requirements should apply.

SITA reserves the right not to make an appointment.

Appointment is subject to getting a positive security clearance, the signing of a balance score card contract,
verification of the applicant's documents (Qualifications), and reference checking.

SITA