Senior Service Delivery Analyst

6 days ago

Canberra, ACT, Australia Australian Broadcasting Corporation Full time

Apply now Job no: 504635
Work type: Ongoing Full Time
Location: Various
Categories: IT/Technology

About the ABC

The ABC is the nation's most trusted and independent source of Australian conversations, culture, and stories. With over 4,000 employees from diverse backgrounds across over 50 locations around Australia and overseas, we are proud to create, curate and deliver high-quality content that informs, educates and entertains Australian communities.

About the Role

Manage the seamless delivery and support of Product and Technology (P&T) services, through managing complex tasks and strategic projects with minimal oversight, emphasizing the enhancement of service delivery, incident management, change management, and problem management.

About ABC Product & Technology

The Product & Technology (P&T) division is responsible for delivering the technology and services that enable the ABC to fulfil its creative, strategic and business goals. The scope of activities and responsibilities of the P&T division range from keeping ABC programs and services on-air and on-line, to delivering on key projects, as well as assisting in setting the technology strategy and architecture for the ABC.

Key Accountabilities

  • Under broad direction, contribute to managing the strategic planning and the execution of daily IT service operations to ensure they meet predefined service levels and exceed user expectations.
  • Lead the rapid response and resolution of P&T incidents, including major incidents, to minimize business disruptions. Ensure that issues are logged, categorized, and prioritized with precision.
  • Liaise with relevant teams for swift resolution of incidents and maintain strategic relationship communication with stakeholders throughout the process.
  • Direct the management of changes to P&T services with an emphasis on minimizing risk and disruption, ensuring that all changes are meticulously planned, documented, approved, and implemented in a controlled manner.
  • Identify patterns of recurring incidents by using analytics, whilst overseeing and mentoring technical teams to address these root causes, fostering a proactive approach to problem resolution and preventing future disruptions.
  • Lead, negotiate, and manage Service Level Agreements (SLAs) with key stakeholders, ensuring that P&T services consistently align with evolving business requirements.
  • Manage the development and maintenance of a comprehensive knowledge base to support incident and problem resolution, ensuring that knowledge is effectively captured, shared, and utilized across the organization.
  • Maintain the accuracy and reliability of the CMDB by overseeing data health and controlling data input. Lead initiatives to enhance service visibility through continuous service mapping. Mentor and guide teams to uphold best practices in data management and service mapping.
  • Lead the continuous evaluation and enhancement of IT service delivery processes through regular reviews, stakeholder feedback, and the implementation of best practices and innovations.
  • Perform administration and optimisation of the ServiceNow platform to streamline processes, enhance service delivery, and improve overall organizational efficiency.

About You

  • Relevant tertiary qualification, or demonstrated significant skills, knowledge and experience in IT service management frameworks and methodologies, such as ITIL, with a proven track record of implementing and optimizing these frameworks at an organizational level.
  • High level proficiency in utilizing ITSM tools, including ServiceNow, with a significant background in managing incident, change, problem, and configuration management processes.
  • Demonstrated success in leveraging ServiceNow to enhance service delivery and operational efficiency.
  • Highly advanced skills in administration and optimization knowledge of the ServiceNow platform, including configuration, customization, user management, and troubleshooting to ensure system reliability and effectiveness.
  • Excellent analytical and strategic thinking skills to identify trends, perform comprehensive root cause analysis, and develop and implement effective long-term solutions for complex, recurring issues.
  • Excellent verbal and written communication skills to effectively engage with senior stakeholders, document sophisticated processes, and deliver impactful and concise reports.
  • Demonstrated commitment to understanding and exceeding the needs of ABC staff, ensuring IT services are consistently aligned with strategic business objectives.
  • A visionary approach to issue resolution, with a high capacity for critical thinking and innovation to drive continuous improvement.
  • Excellent ability to foster a collaborative team environment, sharing advanced knowledge and mentoring colleagues to achieve ambitious, common goals.
  • High adaptability to evolving business requirements and priorities, with a proactive embrace of emerging technologies and advanced methodologies.

We respectfully request that Recruitment Agencies do not submit applications for this position.

For more information on the position please contact Digital Talent Acquisition Lead, Jamie Nedved at nedved.jamie@abc.net.au

The ABC strives for diversity and inclusion in the workplace, and to promote a culture of opportunity. Through its services the ABC seeks to represent, connect and engage with all of the Australian community. In line with our focus on diversity, applications are strongly encouraged from Indigenous Australians, people from a range of cultural and linguistic backgrounds, people with disability and LGBTIQA+ individuals. The ABC also aims to achieve a gender-balanced workforce.

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