IT Service Management Analyst
REPORTING TO: ITSM Specialist (Assistant Manager)
DEPARTMENT: Technology
REGION: Dares Salaam
HOURS OF WORK 6am-8pm Monday to Friday in a planned shift of 8 Hours. Additional hours as required by workload.

1. 
PURPOSE OF JOB:
Proactively monitor, conduct level 1troubleshooting, and Deliver cost effective and efficient ICT services (Incident, Complain
and Communications Management, Proactive Monitoring, ICT Service Requests etc.) that meet and exceed business and
customers’ expectations (availability, recoverability, security, and continuous improvement).
2.
PRINCIPLE ACOUNTABILITIES:
2.1 PRINCIPAL RESPONSIBILITIES:
Act as a single point of contact for provision, deletion, and transfer of access requests for different applications and systems
such as CBS, AML, Sybrin, domain access etc
Responsible for resolution and closure of all access requests fulfillment logged into Helpdesk tool from branches & HQ
ensuring SLA(s) and customer expectations are met
Custodian of Access Management document, ensuring it’s constantly updated on quarterly basis, reviewing roles, as well
as getting signoff from management whenever a new system is introduced which need access provision from Service desk
Proactive and reactive monitoring of technology systems including Servers, Network Infrastructure, Applications, Databases
ATMs, POS as well Data Center environment using the available monitoring tools
Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied
shift schedules may include day or evening/odd hours
Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and
operational impact
Provide timely response to all incidents, outages, and performance alerts
Categorize issues for escalation to appropriate technical teams and between ICT Department and stakeholders (internal and
external) with respect to service performance and availability. This includes Branches, ATMs, Business units, Aggregators,
MNOs, third parties, who are linked to the Bank’s payment systems among others

First line troubleshooting of incidents arising from monitoring, by recording incidents and correlate them with the
events, apply appropriate workarounds, communicate, and coordinate resolution with other support levels including
third party partners and vendors
Responsible for performing first level troubleshooting, resolving, and escalating all issues relating to the Self-service
channels, Data Center & DR infrastructure, Core Banking Services, Core Network, Branch Connectivity and ATM/POS
Head Office and Branches
Perform and coordinate Root Cause analysis of incidents and share RCA/incident reports
Work with System Development team and understand the new products and systems and ensure the right support is
provided throughout the transition period
Educate system users on how to solve minor operational problems
Responsible for Consolidating and sharing morning, Afternoon and evening services health check reports
creation of status reports, graphical management tools, and daily, weekly, and monthly performance statistics for the
network and data center infrastructure
3.
QUALITIFICATION & EXPEREINCE:
Degree in computer science or related discipline
<
Excellent technical and computer skills
Software development skills will be an added advantage.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation
Ability to explain solutions to users who do not have a technical background.
Experience in IT support to customers.
Problem solving skills.
Team collaboration skills-Routinely work with other IT personnel to resolve user issues.
Excellent written and spoken communication skills.
working experience in Banking industry will be added as an advantage.
Kindly use the provided link
to submit your application.
Application deadline: 27th March 2024
NB: Only shortlisted candidates will be contacted

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