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IT Service Management (ITSM) Specialist Jobs – Lycamobile Uganda | Apply Now
Kampala, Uganda
Lycamobile Uganda is a leading telecommunications company committed to providing affordable, high-quality mobile services to customers across Uganda. As part of the Lycamobile Group, which operates in multiple countries, Lycamobile Uganda has earned a reputation for its exceptional value in international and domestic mobile communication, with a focus on connecting people globally.
The company fosters a dynamic and inclusive work culture, valuing creativity, collaboration, and innovation, while offering employees a supportive environment for growth and development. Lycamobile Uganda continually seeks talent through job opportunities in various areas, with flexible work arrangements to accommodate modern work-life needs.
Since its establishment, the company has grown rapidly, evolving its offerings to meet the diverse needs of the Ugandan market through innovative products and services. The company's business model emphasizes customer-centricity, leveraging technology to offer affordable rates, reliable service, and seamless communication solutions.
Lycamobile Uganda's reach extends to a wide customer base, with a strong presence in both urban and rural areas. Core values such as customer satisfaction, innovation, and social responsibility guide the company’s operations, while its corporate social responsibility efforts focus on bridging the digital divide and promoting community development. For more information, visit www.lycamobile.co.ug.
Are you looking for Information Technology Jobs in Uganda 2024? If yes, then you might be interested in IT Service Management (ITSM) Specialist Jobs – Lycamobile Uganda
Full-time
Deadline:
31 Aug 2024
IT Service Management (ITSM) Specialist Jobs – Lycamobile Uganda
Lycamobile Uganda
Job Description
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
Lyca Mobile is a British mobile virtual network operator operating in 23 countries. The chairman is Subaskaran Allirajah and the CEO is Richard Schafer. The previous CEO, Chris Tooley, was given a suspended prison sentence in 2023 for his involvement in an “elaborate money laundering system” in France.
Job Summary: The ITSM Specialist plays a critical role in ensuring the effective delivery and management of IT services within our organization. This individual will be responsible for implementing, maintaining, and improving IT service processes in alignment with industry best practices and our specific business needs. The ITSM Specialist will work closely with IT teams, stakeholders, and end-users to enhance service quality, efficiency, and user satisfaction
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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Process Implementation and Improvement:
Implement and maintain ITIL-based service management processes (Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, etc.).
Identify opportunities for process improvement and automation.
Develop and maintain process documentation, work instructions, and knowledge articles.
Incident and Problem Management:
Ensure timely resolution of incidents, minimizing service disruptions.
Lead problem investigations, identifying root causes, and implementing preventive measures.
Track and analyze incident and problem trends to proactively address recurring issues.
Change Management:
Oversee the change management process, ensuring changes are assessed, approved, and implemented with minimal risk.
Coordinate change activities with relevant stakeholders.
Monitor change implementation and assess the impact on services.
Service Request Fulfillment:
Manage service requests efficiently, ensuring timely delivery of standard services.
Coordinate with relevant teams to fulfill complex service requests.
Knowledge Management:
Establish and maintain a knowledge base for IT services and processes.
Encourage knowledge sharing among IT teams and end-users.
Ensure that knowledge articles are accurate, relevant, and accessible.
Service Level Management:
Define, monitor, and report on service level agreements (SLAs).
Ensure service performance meets or exceeds agreed-upon targets.
Work with IT teams to address service level breaches.
Generate and Maintain a Service Catalogue for all IT Services
Customer Satisfaction:
Engage with end-users to understand their service needs and expectations.
Regularly assess customer satisfaction and take action to address any concerns.
Reporting and Analytics:
Generate regular reports on service performance, trends, and KPIs.
Use data analysis to identify areas for improvement and make informed decisions.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor’s degree in Computer Science, Information Technology, or a related field.
ITIL v4 certification (Foundation level or higher preferred).
3+ years of experience in IT service management.
Strong understanding of ITIL best practices and service management processes.
Experience with ITSM tools (ServiceNow, BMC Remedy, Cherwell, etc.)
Excellent communication, interpersonal, and problem-solving skills.
Ability to work independently and as part of a team.
Strong customer service orientation.
Additional Desirable Skills:
Experience with IT automation and orchestration tools.
Familiarity with agile methodologies.
Understanding of cloud-based IT services.
Knowledge of IT security best practices.
Benefits:
Competitive salary and benefits package.
Opportunity to work in a dynamic and challenging environment.
Professional development and training opportunities.
Contributions to a positive and collaborative team culture.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
