ROLE PURPOSE

The Service Analyst plays a pivotal role in enabling data-driven service excellence across Vodacom Business Technology Solutions. This role supports proactive service management through advanced analytics, SLA governance, customer engagement, and continuous improvement. The ideal candidate combines technical acumen with business insight to elevate customer satisfaction and operational performance.

ROLE REQUIREMENT

1. Service Performance and Insights

• Design and deliver automated, interactive dashboards and reports using BI tools (e.g., Power BI).
• Ensure timely delivery of customer-facing service reports (weekly, monthly, quarterly).
• Provide post-incident analytics and insights following major service disruptions or escalations.

2. SLA Governance and Root Cause Analysis

• Monitor SLA compliance across services and identify breach patterns.
• Perform detailed investigations for SLA breaches, leveraging the systems available
• Track and report on Service Improvement Plans (SIPs) with measurable outcomes.

3. Customer Experience and Engagement

• Support Service Managers in preparing for customer service reviews, QBRs/EBRs, and strategic engagements.
• Document meeting outcomes, track action items, and ensure resolution within agreed timelines.
• Act as a data translator, turning technical metrics into business-relevant insights.

4. Data Analytics and Continuous Improvement

• Analyse large datasets to uncover trends, risks, and opportunities for service optimization.
• Develop predictive models and KPIs to anticipate service issues and improve performance.
• Contribute to automation initiatives and process reengineering using Lean/Agile methodologies.

5. Collaboration and Operational Excellence

• Partner with cross-functional teams to align service delivery.
• Maintain governance documentation and knowledge repositories (e.g., SharePoint).
• Participate in failover testing, RFP responses, and service readiness assessments.

PROFESSIONAL COMPETENCIES

Service Management Expertise

• Deep understanding of ITIL principles, SLA frameworks, and service lifecycle management.

Data Analytics & Reporting

• Proficiency in tools like Power BI, Excel, and experience in building dashboards and reports.
• Quality Assurance & Governance
• Knowledge of compliance standards, audit practices, and quality control mechanisms.
• Technical Acumen
• Familiarity with telecoms and IT infrastructure (e.g., networks, cloud, security) and how they impact service delivery.
• Process OptimisationExperience applying Lean, Agile, or Six Sigma methodologies to streamline workflows and reduce waste.

Digital Literacy

• Comfortable working with digital platforms (e.g., SharePoint, Confluence, Jira) and automation tools.

Business Intelligence

• Ability to translate operational data into strategic insights that support business decisions.

Risk and Incident Management

• Understanding of incident response protocols, RCA methodologies, and risk mitigation strategies.

QUALIFICATIONS & EXPERIENCE

Educational Background: Required

• Senior Certificate (Matric)
• National Diploma or equivalent in Information Technology or a related field

Certifications (Preferred):

• ITIL Foundation
• Lean Six Sigma Yellow Belt
• Agile or DevOps Awareness

Professional Experience:

• 2 to 4 years of relevant experience in service management, data analytics, or IT operations within the telecommunications or enterprise IT sector
• Demonstrated expertise in SLA monitoring, performance reporting, and customer engagement