Lead Service Analyst

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank Full time

Provide insights and analytics to drive service improvements across end user platforms**:


  • Utilise your
    advanced r
    eporting skills and understanding of ITIL:
-
Grow your career with our talented and dedicated team

See Yourself in the Team


We are the End User Experience (EUX) Desktop team and we believe that providing better experiences for our colleagues - lead to better outcomes for our customers.


Our goal is to enable our colleagues the flexibility to safely and easily work Anywhere, at Any time and from Any Device.


We are passionate about providing world class user experience to our colleagues by removing the complexity of IT so our business can focus on improving the financial wellbeing of customers and communities.


Do work that Matters


A s the EUX Lead Analyst, you will support a team of data specialists to ensure the Group's IT platforms remain safe, sound and secure by providing key insights and performance data reporting.

Y ou will take ownership of the digital analytics strategy and implementation with a focus to provide reliable and relevant analytics and insights around product performance and customer experience that drives growth opportunities, and supports continuous improvement.

Working with Service Owner and Product Owner teams you will enable data driven strategy and empower decisions that bring meaningful improvements to the underlying services used by CommBank colleagues every day.

Key delivery in your role may require you to;

  • Partner closely with our Service Owners and Product teams to g arner a deeper understanding of service need, performance, limitations and opportunities.
  • Support and mentor the team in proactively identifying changes in service and general health of our technical solutions, ensuring we can plan, maintain and report our service and compliance state in an efficient manner
  • Design SLA / OLA reporting including leading and lagging indicators for EUX services
  • Assists with identify, investigating and resolution of technical problems
  • Design meaningful DEX (Digital Experience Score) reporting that provides insights and trend analysis

What will help you succeed
You are customer obsessed and want to make a difference in their lives. You will have a passion for data analysis and driving data lead improvements.

We expect you will have very strong reporting skills in Excel and reporting platforms such as Tableau / PowerBI and the ability to amalgamate data from multiple sources and interpret complex data sets into simplified data outcomes.

You will likely be someone that likes using their data skills to develop their service management or operation s knowledge.

Knowledge of Nexthink and End User / Workplace Services environments is preferred.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on

Advertising End Date: 14/07/2023

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