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 as up; where voices are heard and ideas are tested, and new things are created in fast-paced and efficient ways.

Where your expertise and excellence are seen and valued.

Job Description We are looking for an IT Service Management Analyst to join our growing Enterprise Technology Services team.**This role will contribute to enabling efficient and effective IT Service Management processes. These processes include but are not limited to Change Management, Incident Management, Problem Management, Root Cause Analysis and Continuous Service Improvement.


As an IT Service Management Analyst, you will use root cause analysis to assess trends relating to service failures, drawing on a detailed understanding of the client impact and operational flow.

The Data Analyst will then need to collaborate with stakeholders to develop action plans to solve the service failures, to improve the overall service provided.

In this role you will be responsible for the following:

  • Generating statistical, meaningful, actionable and consumable quality data, as well as regular scorecard generation exposing core KPIs around network quality, trend analysis, metric design and monitoring
  • Working with technology teams to gather post implementation reviews
  • Contributing to process enhancement opportunities based on ITSM (IT Service Management) best practices and/or industry standards
  • Identify IT Service needs and opportunities based on service performance, metrics, operational issues or emerging unmet needs
  • Maintaining the Service Catalogue and Configuration Management Database
  • Maintaining the ITSM tool, collaborating with IT and business groups to ensure a high degree of usability and system accuracy

Qualifications
To be successful in this role you will have the following knowledge, skills, and experience:

  • Minimum 1-2 years of experience in a similar role
  • Proven ability to develop data centric solutions using appropriate tooling (e.g. Power BI, PowerApps, Python, SQL, Advanced Excel, VBA)
  • An understanding of ITIL processes and functions particularly those related to Service Management
  • Experience maintaining and configuring ITSM tools such as Atlassian Jira Service Management, MS Service Manager, Service Now or BMC Helix ITSM
  • Experience working with trend analysis, metric design and monitoring and crossgroup project experiences
  • Experience with broad range of stakeholder management and the ability to collaborate across diverse teams
  • Experience in managing multiple tasks in a dynamic environment.
  • Proven attention to detail
  • Strong verbal and written communication skills

Additional Information What's it like to work here?**As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits.

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