Senior Process Analyst

Company Background

At Content+Cloud we help our clients to succeed and to transform the way their businesses operate, the way their users work, and provide them with flexible and secure platforms with which to do it.

Our portfolio of Professional and Managed Services enables our clients to truly leverage the power of Microsoft’s three clouds: Microsoft 365, Azure and Dynamics 365.

As our reputation has grown over the years, we’ve been able to attract exceptionally talented individuals. Whether they are a world-renowned technology specialist or a highly skilled member of a 24/7support team, all our people are driven by a desire to deliver success for our clients.

The Role

With Content + Cloud’s continued growth, we now have a requirement for a Senior Process Analyst to join the team on a permanent basis working from our Cape Town offices.

This role is part of the ITSM Practices & Governance team, a global collaborative team responsible for the operation of ITIL process disciplines e.g., Continual Service Improvement (CSI), Incident, Major Incident, Knowledge, Problem and Change & Configuration Management.

The Process Analyst at Content + Cloud is responsible for providing day to day support for ITIL Practices. This includes, but is not limited to, Incident, Requests, Change and Problem Tickets.

Generic duties and responsibilities

• The Process Analyst will be required to collaborate with Technical Support teams, Customers, Process Owners, and other Stakeholders to manage support queues, keep tickets up to date in our ITSM Toolset and ensure support teams comply with SLA’s and OLA’s.
• Every Process analyst at Content + Cloud acts as a partner with users of the processes to ensure processes are understood, adhered to, and continuously improved.
• The Process Analyst should strive to maintain up-to-date knowledge of industry best practice standards. Support the enterprise by providing information on best practice implementations.

Health and Safety

To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.

Location and Environment

This role will be based out of our Century City offices in Cape Town, however you will work amongst a team split across our London and Manchester offices.

At Content+Cloud we look for a particular kind of person. Someone who likes nothing better than helping others to achieve their goals. Someone who is driven by a desire to go the extra mile for our clients, focusing on the little things that make a big difference. Someone who loves technology, not for its own sake, but for what it can deliver – in terms of organisation.

This is the real Content+Cloud difference: the mindset of our people.

We see every client challenge as an opportunity for fresh thinking, and every client journey as an adventure.

Required Skills and Capabilities

• Excellent oral and written expression in English
• Assertive, confident, positive and a professional manner.
• Prepare written material that is well
• Represent the organisation in an honest, ethical and professional way and encourage others to do so
• Exceptional attention to detail and thoroughness
• Previous experience in a similar role within a Service Provider/Managed Services or Service
  Integrator type business
• Relevant ITIL Certifications (or equivalent experience)

Required Qualifications/Experience

• Matric and suitable IT Qualification, along with at least 5 years’ experience in a similar role.

Package

Package dependent on experience
Working hours will be 40-45 hours per week (Monday to Friday, between the hours of 8am and 6pm – based on UK time)
Offices located in Century City (Cape Town)
20 days’ annual leave
Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
Good luck and please bear in mind we receive a very high number of applications; we will endeavor to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependent on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]