Itsm Support Analyst

2 weeks ago

Sydney, New South Wales, Australia Serco Full time
Support the delivery of quality ITSM processes using ServiceNow

  • Sydney based preferred, 3 Days in the office, 2 Days WFH
  • Permanent, Fulltime Opportunity

About the Role

The ITSM Support Analyst's key purpose is to support the delivery of robust and quality ITSM processes to elevate our overall performance and service.

This will be measured by a reduction in the number of incidents, ageing tickets and improved first call resolution and overall customer satisfaction.

The role will have a focus on adherence to the ITIL processes including identifying trends and process improvements and supporting technical and delivery teams to put in place effective solutions to mitigate reoccurrence.


About You
Some key attributes of the role include the ability to solve problems, being solution focused, outcome driven and bringing an energy and positive influence into the team

Key responsibilities include:

  • Collaborate with SDMs to review and triage escalated requests
  • Analysis of Incidents and identification of trends to support Problem Management and Service Improvement
  • Ensuring that ageing tickets are tracked, prioritised and kept to a minimum
  • Performance reporting against SLAs.
  • Assisting with training and promoting the use of the ITSM toolset throughout the wider business
To be successful in this role, you will need to have:

  • ITIL v3/v4 qualified
  • foundation certificate essential
  • Minimum of 3 years' experience working in complex IT environments
  • Minimum of 3 years' experience in ServiceNow or a similar ITSM platform
  • Attention to detail: ability to analyse data to identify patterns and provide assessments to Senior Managers.
  • Willingness to travel and participate in calls with UK teams, when the role demands.
  • This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a National police check as an essential selection component for this role._

About Us
Video

  • Itsm Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Preacta Full time

    ITSM/ ITIL Change Management Incident/ Problem ManagementITSM AnalystThe ITSM Analyst supports the ITSM Practice Leads and senior ITSM professionals in ensuring the delivery and management of IT services.This offers an opportunity to gain experience in ITSM processes, contribute to process improvement, and develop a foundation for a career in IT Service...

  • Itsm Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Peoplebank Full time

    Location: Sydney Job Type: Contract Posted:about 9 hours agoContact: Teertha Shetty Discipline:General IT Reference: Our client and the role:***Our client, one of Australia's largest superannuation funds, is looking for an ITSM Analyst for an initial 6-month initial contract with good chance of extensions.The role of the ITSM Analyst is to ensure internal...

  • Developer - ServiceNow ITSM

    2 weeks ago

    Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time

    Developer - ServiceNow ITSM Westpac Banking Corporation Sydney, Australia Developer - ServiceNow ITSM Westpac Banking Corporation Sydney, Australia Posted 3 days ago Permanent Competitive Developer - ServiceNow ITSM Job DescriptionHow will I help?This role is part of the Infrastructure and Service Management team and liaises with Tech Leads and Business...

  • ITSM & ServiceNow Specialists

    2 weeks ago

    Sydney, New South Wales, Australia M&T Resources Full time

    SydneyIT & Telecomms Business AnalystHigh levels of flexibility, Sydney CBD and WFHIconic Australian finance company, large project and dynamic teamPermanent & Contract rolesITSM & ServiceNow Specialists– 1 x contract lead role– 1 x permanent role The Company: This iconic Australian Financial Services Company has a renowned global reputation and is...

  • Itsm Tool Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Clearcompany Full time

    NSW, ACT, NT, SA, TAS, WA.WFH Hybrid month contract (ability to obtain a Baseline security clearance required)Must have Microsoft and ITIL certificationOur client, a Government entity focused on the aged is seeking an ITSM Tool Specialist.About the clientThey protect and improve the safety, health, wellbeing and quality of life for people receiving aged care...

  • Network Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Talent International Full time

    australia sydney permanent au$ au$110000 per annumA prestigious Financial Services provider is seeking a Network Support Analyst to join their team on a permanent basis.You will be joining a close-knit team, whose main responsibility is supporting the software and hardware of a large number of external clients, who connected to their systems via gateways and...

  • Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Attra Full time

    We are looking for aSupport Analyst to join our teamAbout us:Synechron Company is a technology services and solutions provider in the banking, cards, and payment domains, with comprehensive expertise and experience spanning 26 years.We pride ourselves on our ability to deliver high-quality resources and solutions to our clients. Through Synechron's Financial...

  • Network Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Talent International Full time

    A prestigious Financial Services provider is seeking a Network Support Analyst to join their team on a permanent basis. You will be joining a close-knit team, whose main responsibility is supporting the software and hardware of a large number of external clients, who connected to their systems via gateways and various products / services. Leveraging your...

  • Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Mirvac Full time

    Mirvac's people are our most valuable asset. We are proud to have built a culture of inclusivity, innovation and collaboration, becoming a place where people genuinely want to work. Two recent accolades to reflect this are1 in AFR BOSS' Best Places to Work in Property, Construction & Transport 20221 Company Globally for Gender Equality in Equileap's 2022 &...

  • Technical Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Technology People Australia Full time

    This is a great career development opportunity for an experienced Technical Support Analyst to provide application support of clearing and Risk systems for internal and external customers. To be successful in this role you will have a proven track record supporting a range of financial systems / applications with the ability to quickly learn and adapt to new...

  • Application Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia The Drive Group Full time

    Job description Application Support Analyst - 6 month rolling contract* $ p/d inc super* Hybrid role, wfh 2/3 days per week TheDriveGroup are partnering will a well known business who are looking to add an additional application support analyst who will be responsible for investigating application issues and diagnosing the root causes whilst minimising...

  • IT Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Salt Recruitment Full time

    IT Support Analyst Permanent opportunity Hybrid work model Attractive remunerationYou will report to the IT Service Deliver Manager, based in the UK, and work alongside IT colleagues in Europe and the USA to provide support for Infrastructure, Systems & Services teams. As an IT Support Analyst, you will be responsible for 1st and 2nd support to global...

  • IT Service Management Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Cuscal Full time

    Company Description Cuscal - where curiosity and expertise are rewarded.**Want a career with impact? When you join Cuscal, you become part of something bigger.Be part of a smaller team taking on a bigger role - a role where your curiosity, your energy, your ambition is rewarded. You'll grow with us in an unconventional way where sideways develops you as much...

  • Service Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Commonwealth Bank Full time

    Friendly, collaborative team environment ITSM Learning and Development Opportunities Multifaceted and challenging roleSee yourself in the teamInstitutional Banking and Markets Technology, lead the delivery of service and operational management across our IB&M technology stack.With the ultimate remit of maintaining a service that is safe, sound and secure,...

  • Salesforce Application Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Marlin HC Full time

    Job Title: SALESFORCE APPLICATION SUPPORT ANALYSTClient: Guide Dogs NSW / ACT_ The Company_Instantly recognisable and prestigious For Purpose organisation with a highly collaborative and values-based culture.Spearheaded by an impressive and passionate leadership team who are outcomes and people focused.State of the art offices in Sydney, exceptional...

  • Technical Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Technology People Group Full time

    Our client, a leading Financial Services organisation seeks an experienced Technical Support Analyst [Cloud based Application] to join a team that provides level 2 support to a major platform build/migration. You will support the project across all activities including documentation, build, testing, and planning of all support tasks needed to meet the...

  • Technical Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Technology People Australia Full time

    Our client, a leading Financial Services organisation seeks an experienced Technical Support Analyst [Cloud based Application] to join a team that provides level 2 support to a major platform build/migration. You will support the project across all activities including documentation, build, testing, and planning of all support tasks needed to meet the...

  • Service Desk Agent

    2 weeks ago

    Sydney, New South Wales, Australia ITSM Corp Pty Ltd Full time

    ITSM is looking to hire Service Desk Agents to join usWe are looking for Service Desk Agents to join us as we expand our business and build a long term relationship with our business partners and clients.You are going to play an essential role as you will be directly supporting our partners' business and service. This is also a great opportunity for you to...

  • Servicenow Analyst/ Developer

    2 weeks ago

    Sydney, New South Wales, Australia NTT AU Workforce Solutions Full time

    ServiceNow AnalystIn a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain...

  • ICT Support Analyst

    2 weeks ago

    Sydney, New South Wales, Australia Assetlink Full time

    About Assetlink: Established in 1993, Assetlink is an Australian owned facilities services provider with over 3,000 people serving over 1,200 customers in Australia and New Zealand. Specialising in the provision of standalone cleaning and security services or a tailored integrated solution, Assetlink support businesses to manage their assets and operations...