Service Analyst

ROLE PURPOSE

The Service Analyst provides a critical support function by delivering analytical services to assist the Service Manager in serving the allocated customer base. This role is responsible for analysing and enhancing service delivery across the organisation. Key responsibilities include collecting and interpreting data, identifying performance trends, and collaborating with various departments to ensure service levels are maintained or improved.

ROLE REQUIREMENT

• Generate and compile monthly performance reports according to Clients' standards and templates on a weekly, monthly and quarterly basis
• Perform detailed investigations for SLA breaches, leveraging the systems available
• Ensure that service reports are produced for each customer service by the 7th of each month (or as agreed to with the Customer) and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence by recommending Service Improvement Initiatives (SIPS)
• Escalate Service Agreement breaches within this section to the Manager
• Coordinate service development with other departments when needed
• Engage with other departments to keep an up-to-date view on their objectives and activities
• Identify improvement opportunities to processes and systems within the department
• Help the Service Manager build the business case for an enhancement request and SIPs
• Follow and understand the Service Management process, procedures and work instructions
• Obtain the technical and organizational knowledge required to perform the activities
• Keep informed proactively of current and past Incidents, Problems and Known Errors related to SLAs
• Generate and Compile monthly review reports for the SM Managers
• Compile adhoc reports based on Major Outages or Escalations that occur
• Generate and compile ad hoc reports for the Business Support Manager
• Seek communication with peer Service Management Business Analysts
• Be informed of the objectives and activities of the various support groups
• Use the process, procedures and work instructions as designed
• Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed
• Analyse the assigned customers portfolio and make recommendations to the Service Manager based on information across various systems within Vodacom Business
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder
• Execute and Monitor processes that fall within their scope role
• Assist with Failover Testing
• Assist with responding to RFPs
• Track and analyse revenue trends to better understand the business's performance
• Develop Executive Dashboards based on customer revenue
• Generate and compile monthly review reports for the SM Managers
• Generate and compile ad hoc revenue reports
• Conduct detailed monthly analyses of client sites and incidents, correlating these findings with the revenue contributions from these clients
• Present insights from the Service Management department to Executives within Vodacom
• Ensure all customer reports and documentation are stored on SharePoint in the Customer folder.
• Calculate and process SLA credit requests and penalties for clients where SLAs have not been met

PROFESSIONAL COMPETENCIES

• Ability to evaluate information critically and make informed decisions.
• Skill in synthesizing information from various sources to draw conclusions.
• Commitment to delivering high-quality service and maintaining customer satisfaction.
• Ability to handle customer inquiries and issues professionally and efficiently.
• Ability to adapt to changing priorities and work environments.
• Openness to learning new tools, technologies, and methodologies.
• Ability to manage multiple tasks and projects simultaneously.
• Strong organizational skills to prioritize work and meet deadlines.
• Ability to work effectively with cross-functional teams.
• Strong interpersonal skills to build relationships and collaborate with colleagues
• Ability to identify root causes of issues and develop effective solutions.
• Creative thinking in addressing challenges and optimizing service delivery.

QUALIFICATIONS & EXPERIENCE

• At least 2 years’ experience in collecting and analysing complex data and generating presentable reports

• Understands how his or her specific role fits in with the overall Service and Service Lifecycle.
• Must be an effective communicator
• Is a respected member of a department who can combine daily departmental activities with the coordination role
• Knows how to ‘get things done’ with professionalism
• Has knowledge of a complex ISP and IT Infrastructure within his or her department to understand and analyze the data produced by the different monitoring systems.
• ITIL Foundation Certificate
• Proficiency in Microsoft Word, Excel and PowerPoint
• Experience with Qliksense (advantageous / desirable)