Itsm Analyst

4 weeks ago

Sydney, Australia Preacta Full time

ITSM/ ITIL
- Change Management
- Incident/ Problem Management

**ITSM Analyst**

The ITSM Analyst supports the ITSM Practice Leads and senior ITSM professionals in ensuring the delivery and management of IT services.

This offers an opportunity to gain experience in ITSM processes, contribute to process improvement, and develop a foundation for a career in IT Service Management.

**RESPONSIBILITIES**:
The ITSM Analyst supports ITSM processes internally, reporting to the ITSM Practice Leads.

You will be responsible for assisting with the following:

- ITSM Processes: Assist in the implementation, maintenance, and improvement of ITSM processes, including Problem Management, Change Management, Configuration Management, and Incident Management.
- Problem Management: Collaborate with senior analysts to identify and analyze recurring IT issues, conduct root cause analysis, and develop solutions to prevent future incidents.
- Change Management: Aid in the review, assessment, and coordination of IT changes, ensuring that they are evaluated for risk, properly authorized, and implemented with mínimal disruption to services.
- Configuration Management: Assist in maintaining an accurate and up-to-date Configuration Management Database (CMDB) by tracking configuration items (CIs) and their relationships.
- Incident Management: Support the resolution of IT incidents by logging, categorizing, prioritizing, and escalating tickets as necessary. Assist in coordinating incident response efforts to minimize downtime and restore services promptly.
- Service Operations Support: Provide operational support to IT teams and end-users, including troubleshooting technical issues, fulfilling service requests, and ensuring timely resolution of problems.
- Documentation and Reporting: Assist in documenting ITSM processes, procedures, and guidelines. Generate reports and metrics to track the performance and effectiveness of ITSM processes.
- Continuous Improvement: Contribute ideas and suggestions for improving ITSM processes, tools, and workflows. Participate in process reviews, lessons learned sessions, and other initiatives to drive continuous improvement.
- Training and Development: Participate in training sessions and workshops to enhance knowledge and skills in ITSM principles, practices, and tools.
- Collaboration: Collaborate with cross-functional teams, including IT operations, service desk, and business units, to ensure alignment of ITSM processes with business needs and objectives.

**REQUIREMENTS**:
Technical:

- Bachelor’s degree in IT, Computer Science, or related field.
- Basic understanding of IT Service Management principles and frameworks, such as ITIL.

Familiarity with ITSM tools and software is a plus.

Behavioural:

- Eagerness to learn and develop technical and professional skills in ITSM and related areas
- Ability to work under pressure and prioritize tasks in a fast-paced environment.

Customer:

- Excellent stakeholder management skills and will be a strong influencer and negotiator
- Demonstrated awareness in applicable IT change and problem management processes. Provide accurate task estimates for self and others.

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