Itil Analyst

6 months ago

Melbourne, Australia KPMG Full time

Our Connected Technology Group (CTG) defines and drives the digital, data and technology strategy for KPMG. We have an important advocacy role for technology in the market and across KPMG, working with our technology leaders to build our market presence. We cultivate collaboration and integrate tech execution across our business, driving a firmwide approach to how we go-to-market and build the capability of our people and attract new talent.

**Your Opportunity**

The ITIL Analyst aligns with the ITIL Practice Manager responsibilities and accountabilities to govern and facilitate the ITIL methodology across Technology Services and other parts of KPMG that subscribe to the services. This role is to support the ITIL Practice Manager to establish / modify / implement/ govern a framework of best practices of ITIL within KPMG. Manage organizational change control process; ensure delivery of automated ITIL functions; oversee quality and governance through analytics and reporting.

The ITIL Analyst is a customer’s primary interface into the processes and represents their interest and needs to meet service commitments. The objective of this role is to drive a timely and rigorous risk assessment of changes as well as the scheduling of future releases, also capturing any CMDB gaps identified and ensuring they are addressed by the product owners.

**How are you extraordinary?**
- Effectively and proactively manage all Incident, Problem and Change (&Configuration) Management issues raised for the supported customers.
- Ensure daily, weekly, monthly reporting reflect correctly and trends are identified.
- Incident and Change PIRs are tracked/followed up/completed as per the process.
- Assist in ensuring succinct and concise outage communication to appropriate parties.
- Ensure Continuity - any changes to the processes are discussed, documented to ensure any changes are reflected in the Incident, Problem and Change Management process documents
- The governance of all process documents to ensure they are update-to-date and fit for purpose
- Reduce the number of emergency changes by identifying the driving factors and addressing better planning / procedures.

**Additional Information**:
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

**_ At KPMG every career is different, and we look forward to seeing how you grow with us._

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