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Service Configuration Analyst

3 months ago

Brisbane, Queensland, Australia Datacom Full time
Our purpose

Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

About the role

Datacom is looking for a Service Configuration Analyst to join our organisation, working in Australia and delivering Configuration Management Services to our Customers.

This role will suit someone who is an experienced Service Configuration Analyst and is looking for career growth to move to an organisation that is growing and where this capability is being built nationally across Australia.

This role reports into the Service Operation Leadership team for Configuration Management.

You will need to be proactive, keen to learn, can work independently, enthusiastic, and interested in being part of a larger team delivering a high-quality service to our customers.

Key to success in this role is expertise developed over 2+ years in a similar role and enjoy working with customers.

Your ability to work with other members of the Service Operation - specifically the Change and Incident Management teams and technical teams and to develop and deliver quality services for our customers is critical to the success of our model.

As part of the role, you will provide quality customer service in performing the CMDB configuration management tasks which include the CMDB Reconciliation and execute CMDB exceptions process, implement governance processes for verification and continued maintenance of the CMDB Accuracy and championing the delivery support of the Service Operation processes.

What you'll bring

In this role you will work collaboratively with Service Configuration Managers, other Datacom Service Operations team members, Service Delivery Managers and Technical teams.


Essentially, the Service Configuration Analyst will:

  • Provide Configuration Management support for the Service Configuration Managers
  • Execute smooth delivery of our customer's Configuration Management services
  • Manage the relationship with the customers by being part of a team governing the CMDB' Accuracy
  • Contribute to the achievement of the outcomes of the managed services contract
  • Contribute to the Service Improvements for the Configuration Management Service
  • Support the process to deliver an accurate CMDB
  • Transition new customers to the Configuration Management Service
Want some specific details?

  • Ensure that Configuration Management Plans, processes, and procedures are followed incorporating good practice methodologies, accurately documented, successfully implemented, appropriately communicated to customer's stakeholders, and provide continuous Configuration Management services for organisations.
  • Govern and validate all the updates to the Configuration Items (CI) within the CMDB for our customers. This includes checking for changes requiring updates, updating and creating desktop assets within the CMDB and actioning requests to update assets in the CMDB.
  • Contribute to accurate reporting for our customers.
  • Escalate and highlight exceptions within the CMDB.
  • Provide quality customer service through adherence to Datacom's Configuration Management service delivery methodology and processes.
  • Experience in using ITSM technologies, in particular Cherwell and ServiceNow.
  • Interpret the data outputs from the Data Inventory technologies and provide accurate analysis and reporting, liaise with service management, and customer teams to define, execute Service Configuration Management standards, processes, procedures, plans and controls to ensure appropriate service asset and configuration information is recorded and maintained
Why Datacom?
Datacom is ones of ANZs largest suppliers of Information Technology professional services.

As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.

It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

At Datacom you'll be recognised and valued for your contributions.

We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy.

We care about our people and provide a range of perks such as social events, chill-out spaces, a gaming zone, remote working, flexi-hours and professional development courses to name a few.

We operate at the leading edge of technology to help ANZ's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.