Unisys | Service Management Analyst 1 | Canberra
vor 3 Wochen
Service Management Analyst 1 What success looks like in this role:
Ensuring effective and rapid response to High Priority and Major Incidents and working within required SLAs Managing the incident and ensuring that all is being done to get the issue resolved while proactively identifying and suggesting possible solutions Coordinating with resolver groups in order to ensure effective outcomes Triaging of escalated Incidents from the Service Desk and ensuring that the issue is fully understood before declaring a High Priority Incident.
Initiating bridges with the required resolver groups Manage ongoing communication Timely escalation of any issues that are not being addressed as required Documenting steps and actions performed during the incident lifecycle Ensuring all actions are accurately recorded and that all notifications are sent as per SLAs You will be successful in this role if you have:
Key Technical areas of Expertise:
Excellent English skills both written & spoken 2+ years working experience in IT Services Industry ITIL V3 foundation is a minimum (ITIL certification is advantageous) Desired skills:
Excellent communication, organizational and time management skills Ability to coordinate and drive conference calls Exceptionally persistent and resilient under pressure.
Ability to manage diverse concurrent tasks while maintaining a comprehensive overview.
Organizationally sensitive, proven track record of developing and maintaining good working relationships with clients and internal work groups Ability to take on-call activities on a rotating basis Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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