SUMMARY:
We are seeking an experienced ITSM Business Analyst to lead the standardization and governance of IT Service Management (ITSM) reporting metrics across the organization. This role is ideal for a detail-oriented professional with strong analytical, stakeholder engagement, and data validation skills , who can drive alignment across multiple ITSM functions and ensure consistent, trusted reporting outputs. Contract – 6 Months | Possibility of Extension will depend on contractor performance)
Location: Johannesburg (Hybrid)

POSITION INFO:

Key Responsibilities:
ITSM Metrics Standardization & Governance

• Lead the end-to-end standardization of ITSM KPIs across Incident, Problem, Change, and Service Delivery
• Define and enforce a single source of truth for performance reporting
• Ensure consistent KPI definitions, calculations, an...