Service Management Analyst
1 week ago
Information Technology
VIC Other
Full Time, Permanent
9/1/2023
$84,445 PA plus 14% Super plus 17.5% Annual Leave Loading
Full-time permanent role
Flexible location with genuine WFH options
About the RACGP
The Royal Australian College of General Practitioners (RACGP) is the peak representative organisation for general practice, the backbone of Australia's health system.
We set the standards for general practice, facilitate lifelong learning for GPs, connect the general practice community, and advocate for better health and wellbeing for all Australians.
The ProjectThe RACGP is going through a large transformation to deliver profession led GP training from February 2023.
The Department of Health's Australian General Practice Training (AGPT) Program will transfer over to RACGP from nine regional training organisations and see the college grow from 500 employees to around 1300.
This is a fundamental change to the delivery of GP training in Australia, with the opportunity to improve the quality, safety, and accessibility of GP services for all Australians.
About you
As our, Service Management Analyst, you will be responsible for the support and maintenance of the IT service management processes and procedures that support and enable the efficient delivery of IT services to all stakeholders
You possess:
Deep experience in ITIL concepts and methodology
ITIL v3 or 4 foundation certification
Deep experience with ServiceNow
Minimum of 3 years' experience in an IT service management role
Highly desirable:
Degree-qualified in a relevant discipline
ITIL v3 or 4 intermediate level certifications a plus
Relevant experience with an education or medical services provider
Experience undertaking the role of an ITSM Process Manager, in particular Incident, Change and Problem management.
About the opportunity
Reporting to the Team Leader Service Management, you will be responsible for
Align processes and procedures with the ITIL framework where practicable
ServiceNow evaluation and configuration of catalogue items, virtual agent, agent workspace and other new features available with upgrades
Define and review the measurement of the services using metrics that include key performance indicators (KPIs) generating and distributing quality reports/dashboards to measure the effectiveness and value of the services
Ensures continual service improvement of the services
Create and build relationships with key business stakeholders
Develop reports, dashboards, workflows, scripts, and complex queries within various service management software tools
Develop monitoring and event management integrations
Support and maintain service management software tool, such as ServiceNow, versions and patches
Support and maintain IT configuration management databases (CMDB)
Develop service dependency maps through physical and logical configuration item relationships
Support and deliver IT operational processes manually and through task automation tools
Comply with all relevant workplace policies and procedures
The Benefits
14% superannuation
Additional leave over the Christmas and New Year period
17.5% annual leave loading for EBA employees
Hybrid working arrangements
The Core Academy (professional development program)
To apply
Towards the end of the process, applicants will be asked to complete pre-employment screening, which may include reference checks and/or a National Police Check.
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