Service Management Analyst
vor 3 Monaten
This is a Service Management Analyst role with one of the leading companies in AU right now 🔥 -- Cuscal Limited -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Cuscal Limited 🧐🧐
## **Job Description** **We are looking for a Service Management Analyst to join on a Maximum-Term Contract until 30th September 2025, with an outlook to full-time permanent employment. ** This role will contribute to enabling efficient and effective IT Service Management processes. These processes include but are not limited to Change Management, Incident Management, Problem Management, Root Cause Analysis and Continuous Service Improvement. As a Service Management Analyst, you will use root cause analysis to assess trends relating to service failures, drawing on a detailed understanding of the client impact and operational flow. The Service Management Analyst will then need to collaborate with stakeholders to develop action plans to solve the service failures, to improve the overall service provided. In this role you will be responsible for the following: - Generating statistical, meaningful, actionable and consumable quality data, as well as regular scorecard generation exposing core KPIs around network quality, trend analysis, metric design and monitoring - Working with technology teams to gather post implementation reviews - Contributing to process enhancement opportunities based on ITSM (IT Service Management) best practices and/or industry standards - Identify IT Service needs and opportunities based on service performance, metrics, operational issues or emerging unmet needs - Maintaining the Service Catalogue and Configuration Management Database - Maintaining the ITSM tool, collaborating with IT and business groups to ensure a high degree of usability and system accuracy ## **Qualifications** To be successful in this role you will have the following knowledge, skills, and experience: - Minimum 1-2 years of experience in a similar role - Proven ability to develop data centric solutions using appropriate tooling (e.g. Power BI, PowerApps, Python, SQL, Advanced Excel, VBA) - An understanding of ITIL processes and functions particularly those related to Service Management - Experience maintaining and configuring ITSM tools such as Atlassian Jira Service Management, MS Service Manager, Service Now or BMC Helix ITSM - Experience working with trend analysis, metric design and monitoring and cross-group project experiences - Experience with broad range of stakeholder management and the ability to collaborate across diverse teams - Experience in managing multiple tasks in a dynamic environment. - Proven attention to detail - Strong verbal and written communication skills - Demonstrated experience in applying critical thinking so solve complex problems.
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