ITSM Process Analyst
ITSM Process Analyst
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3-5years
97000 - 124000
1 Vacancy
Job Description
Key Responsibilities
As part of the process team provide a point of contact responsible for operating managing and governing core processes
IT Asset Configuration Incident Requests Change Knowledge and Problem Management across the MS business unit
and clients.
Work with internal and external stakeholders to embed the processes within MS delivery.
Responsible for the ongoing maturity of the processes across the business unit.
As part of the team will be responsible for providing operational reporting and metrics for the MS business unit
Educate service owners/leads to use metrics for their own services and to drive ongoing CSI activities.
Own process documentation: including creation updating and using for training as required.
Conduct Incident trending using data analysis to minimize the impact of future similar Incidents
Work to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented.
Coordinate problem resolution across internal support groups vendors suppliers and customers
Directing operational teams to conduct investigations to establish root cause and implement corrective actions.
Accountable for the delivery of Root Cause Analysis and problem resolution.
Collaborate with clients and where required third party vendors to both maintain and build on relationships between
CI s to gain a complete understanding of the technology landscape
Reconciles Completeness and Accuracy of CI data against agreed Data Sources and evaluates any exceptions
Support process deployment to new clients with an indepth understanding of contractual support requirements
Identify and implement continuous improvement opportunities across the processes.
Additional Responsibilities
a.
Uphold and adhere to Data#3s core values guidelines policies and procedures
b.
ITSM Process Specialist
Managed Service Delivery Service Enablement
Confidential
Copyright 2022 Data#3 Limited. All rights reserved Award: Professional Employees Award
Position17318
Page 1 3
ofb.
Represent Data#3 in a professional manner and provide excellent customer service to our internal and external
c.
d.
customers.
You are required to perform your duties safely without risk to your own health and safety or the health and safety of
others
You are required to be flexible to work in additional roles or capacities or take on additional or varied duties as may
be assigned to you that you are skilled and capable of performing. Data#3 may alter your position position
description position title location and responsibilities in accordance with changing business needs and priorities.
As part of your position in addition to (c) above you:
may be required to perform your duties offsite including at customer vendor/partner and supplier sites which require
as a condition of entry you to hold a National Police Certificate;
may be responsible for accessing internal and third party computer systems containing highly sensitive confidential
corporate and personal information;
may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your
duties with a high level of honesty and integrity.
Accordingly the satisfactory completion of a National Police Certificate is an inherent requirement of your position.
Key Experience Skills & Abilities
Experience
Proven operational ITSM process management experience following the ITIL framework
Demonstrable process deployment and continual service improvement experience
Previous recent exposure to working in the ServiceNow platform desirable
Skills
Strong communication skills essential.
Strong influencing and relationship management skills.
Excellent ability to manage multiple high priority activities.
Flexibility to adjust to changing requirements schedules and priorities.
Selfdriven and resourceful to achieve goals independently as well as work well in groups.
High level of IT literacy MS 365 (Word Excel PowerPoint and SharePoint).
Ability
Personal resilience Operates with the leadership team of the Managed Services BU adding to the level of energy
and enthusiasm for improvement change and innovation over extended periods of time
Selfsufficiency The ability to selfgovern own learning and training requirements
Tenacity The ability to navigate past setbacks in order to achieve business outcomes.
Regulation Consciously manages personal contributions to accurately articulate advice and recommendations to
educate and create understanding amongst juniors peers managers executives and customers
Adaptability Manages away from perfection is able to tailor capabilities methods and subject matter expertise to
create new solutions and IP mindful of finding a pragmatic balance between customer demand business urgency and
best practices
Key Qualifications Certifications & Training
ITSM Process Specialist
Managed Service Delivery Service Enablement
Award: Professional Employees Award
Position17318
Confidential
Copyright 2022 Data#3 Limited. All rights reserved Page 2 3
ofQualifications
University degree in an IT Discipline or equivalent in years of progressive experience in enterprise level IT
environments.
Certifications
ITIL v3 Foundation certification as a minimum
Key Experience, Skills & Abilities Proven operational ITSM process management experience following the ITIL framework. Demonstrable process deployment and continual service improvement experience. Previous recent exposure to working in the ServiceNow platform desirable.
Education
University degree in an IT Discipline, or equivalent in years of progressive experience in enterprise level IT environments. Certifications: ITIL v3 Foundation certification as a minimum
Employment Type
Full Time
