(1637) IT Service Management Platform Administrator - BSTD, Pretoria

The main purpose of the position is to configure, administer, maintain and provide second-level support for the information technology service management (ITSM) platform, ensuring its stability, usability, availability and alignment with the business requirements of the South African Reserve Bank (SARB) Group.

Detailed description The successful candidate will be responsible for the following key performance areas:

Configure, test and deploy ServiceNow modules.

Provide maintenance and second-level support for the ServiceNow platform to ensure its continued availability and performance.

Troubleshoot and perform root-cause analysis related to the ServiceNow platform.

Manage technology lifecycle on ServiceNow platform.

Implement and maintain the governance and security model for the platform as developed by Cyber and Information Security Unit.

Proactively monitor and report on the availability and reliability of the ServiceNow platform

Provide periodic reports on the health, usage, performance and lifecycle status of the platform.

Maintain and document technical standards, procedures, user guides, standard operating procedures (SOPs) and other instructional documents for the ServiceNow platform, in line with best practice, to ensure continuity.

Collaborate and engage with internal and external stakeholders to understand the business requirements– configure workflows, forms and reports to meet their needs.

Remediate security vulnerabilities identified on the platform.

Stay abreast of new developments in ServiceNow.

Provide guidance on the ITSM platform and provide solutions where required.

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