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Continuous Service Improvement Analyst

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NTT DATA

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Location:
South Africa , Cape Town

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Continuous Service Improvement & Change Analyst is a specialist responsible for driving and supporting ongoing improvement of IT services while also owning change management practices. The role analyses service performance to identify opportunities for quality, efficiency, and customer satisfaction, implements improvement initiatives, and ensures that changes are assessed, approved, communicated, and delivered with minimal risk and disruption. The analyst monitors the effectiveness of improvements and changes, provides actionable insights to stakeholders, and recommends further enhancements. The role requires strong analytical capability, advanced ITSM knowledge, and the ability to influence service outcomes through data-driven insight, governance, and continuous improvement leadership

Job Responsibility:

  • Conducts analysis of service performance metrics, including incident management, problem management, service level agreements (SLAs), and client feedback and identifies trends, patterns, and areas for improvement
  • Collaborates with cross-functional teams to identify and implement improvement initiatives - this may include process optimization, automation, tool enhancements, and service design improvements
  • Collect, analyze, and interpret data to deliver meaningful insights, recommendations, and dashboards for stakeholders
  • Support the identification and adoption of AI/automation solutions to streamline processes and improve service outcomes. Contribute to measuring and reporting the effectiveness of implemented automation
  • Generates reports and dashboards to communicate service performance and improvement progress to stakeholders
  • Engage Service Owners, internal teams, and business stakeholders to gather feedback, understand pain points, and prioritize opportunities
  • Work with services teams to identify recurring incidents and root causes
  • help define and implement preventive measures
  • Review ITSM processes and workflows to identify bottlenecks
  • propose and implement streamlining improvements
  • Investigate and adopt AI/automation initiatives or tools to drive process efficiencies and add value to service delivery
  • Contribute to the knowledge base by documenting best practices, lessons learned, and improvement recommendations, thereby promoting e a culture of continuous improvement
  • Own the change management process end‑to‑end, ensuring risk/impact assessments, appropriate approvals, and adherence to governance
  • Plan and facilitate CAB meetings, prepare RFC packs, ensure quality of submissions, and maintain an accurate change calendar
  • Coordinate change communications to stakeholders and users, ensure readiness activities (testing, back‑out plans) are in place
  • Support emergency change procedures and ensure timely post‑implementation reviews, capturing success/lessons learned
  • Maintain metrics for change performance (success rate, failed/back‑out changes, unauthorized changes) and drive corrective actions
  • Stays up to date with industry trends, emerging technologies, and best practices related to IT service management and continuous improvement
  • Performs any other related task as required

Requirements:

  • Bachelor's degree or equivalent in Computer Science, Information Technology, or a related field preferred
  • ITIL v4 Foundation (ITIL v4 Managing Professional advantageous)
  • Certification or training in Change Management (Prosci, APMG, or equivalent advantageous)
  • Certification or training in Continuous Improvement
  • Data & Reporting certification or demonstrable experience (Power BI, Advanced Excel, other automation or analytics tools)
  • 5 to 7 Years’ experience in IT service management, service improvement, or operational excellence roles within a managed services or enterprise IT environment
  • Experience analyzing SLA trends, ticket volumes, and client feedback
  • preparing dashboards and monthly reporting materials
  • Hands-on experience (configuration, reporting, workflow optimization) with ITSM tools such as Xurrent, ServiceNow, BMC Remedy, Jira Service Management, or equivalent
  • Proven experience coordinating and/or facilitating change management activities (CAB facilitation in complex environments, post-implementation reviews, Change communications)

Additional Information:

Job Posted:
March 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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