Service Management Analyst

2 weeks ago

Canberra, Australia Unisys Full time

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis.

Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic.

**Responsibilities**:

- Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.
- Ensures contractual service support requirements are understood and managed.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Presents operational and service level reports and explains service level support available to internal or external customers.
- Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc.
- Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. - Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
- Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.
- Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations.
- Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues.
- Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.

LI-KC1

**You will be successful in this role if you have**:

- Bachelor’s Degree and a minimum of 2 years of relevant experience with IT service management, service delivery operations, incident management or change management.
- **Applicants must be an Australian Citizen and must hold an active NV1 clearance.**
- Basic understanding of ITIL V3 processes and principals.
- IT services background in federal/government/public sector is advantageous.
- ITIL framework knowledge is key. ITIL certification is good to have.
- BMC Remedy environment exposure/experience is good to have.
- Strong verbal and written communication skills.
- Strong stakeholder management skills.
- Solid ability to create and document processes.

  • Service Desk Analyst

    2 weeks ago

    Canberra, ACT, Australia HiTech Personnel Full time

    Reference #: JF/NL0804Title: Service Desk Analyst ITIL Active Directory, Microsoft FED GOVTCategory: ICTLocation: ACTWork Type: ContractRemuneration:- $NegTerm: 6 month + EXTDescription:- ASAP Start with a leading Federal Government Department:Lucrative hourly rates on offer $$:- Ability to obtain a federal government clearanceOne of Australia's prominent...

  • Service Desk Analyst

    1 week ago

    Canberra, Australia Ignite Specialist Recruitment Services Full time

    Contract Type Contract Reference BH-370261 Industry IT Salary per hour - Min: AUD 30 - Max: AUD 40 - Ignite are looking to hear from experienced Service Desk Analyst for one of our government clients. - Location: ACT - Duration: until June 30 2024 with extension option - Citizenship Requirements: Must be Australian Citizen - A minimum NV1 clearance is...

  • Data Analyst and Open Source Analyst Level 4

    2 weeks ago

    Canberra, Australia Australian Secret Intelligent Service Full time

    Data Analyst and Open Source Analyst Level 4 - 6 **$93,591 - $129,063 plus superannuation** **ABOUT US** ASIS is Australia’s overseas secret intelligence collection agency. Its mission is to protect and promote Australia’s vital interests through the provision of intelligence services as directed by the Government. Its work can involve collecting...

  • Service Desk Analyst

    1 week ago

    Canberra, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix - 6 months initial contract with 1x6 months extension. Canberra location. - Experienced Service Desk Analyst with experience in delivering digital products **Gateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.** **The...

  • Service Desk Analyst

    2 weeks ago

    Canberra, ACT, Australia Ignite Specialist Recruitment Services Full time

    Multiple Service Desk Analyst/ IT Help Desk/ IT Support Officer:- $35-$50 per hour:- Long Term Federal ContractIgnite are seeking several technology orientated people to join one of our well known Federal Government clients as a Service Desk Analyst.Role and Responsibilities can include: Assisting with Incident management and request fulfilment Queue...

  • Service Desk Analyst

    2 weeks ago

    Canberra, ACT, Australia Ignite Specialist Recruitment Services Full time

    Contract TypeContractReferenceBH-370261IndustryITSalaryper hour - Min: AUD 30 - Max: AUD 40 Ignite are looking to hear from experienced Service Desk Analyst for one of our government clients. Location: ACT Duration: until June with extension option Citizenship Requirements: Must be Australian Citizen A minimum NV1 clearance is mandatoryResponsibilities:The...

  • System Analyst/service Designer

    2 weeks ago

    Canberra, ACT, Australia HiTech Personnel Full time

    Reference #: JF/JA0804Title: System Analyst/Service Designer UI/Visual design Federal GovtCategory: ICTLocation: ACTWork Type: ContractRemuneration:- $NegTerm: 12 MTHS + EXTDescription:- Work on a long-term program of work within Federal Government:- 12-month contract with extensions:- Rewarding Rates $$$A large Federal Government Department is looking to...

  • Service Desk Analysts

    6 days ago

    Canberra, Australia Davidson Group Services Full time

    **Join Our Dynamic Team as a Service Desk Analyst!** Are you a tech-savvy problem solver with a passion for providing exceptional customer service? We are seeking talented Service Desk Analysts to join our clients thriving team and help them deliver top-notch IT support to their valued Government clients. **About the Role** As a Service Desk Analyst, you...

  • Service Desk Analyst

    1 week ago

    Canberra, Australia HAYS Full time

    Seeking a motivated Service Desk Analyst to provide support to a geographically dispersed network. **Your new company** **Your new role** As the Service Desk Analyst your day-to-day role will be supporting the Service Desk Manager in the administration of matters relating to provision of planning and delivery support activities, this includes...

  • Operational Analyst Level 5

    1 week ago

    Canberra, Australia Australian Secret Intelligent Service Full time

    **Operations Analyst** **Level 5** **Multiple vacancies** **$97,277 - $104, 805 plus superannuation ASIS is Australia’s overseas secret intelligence collection agency. Its mission is to protect and promote Australia’s vital interests through the provision of intelligence services as directed by the Government. Its work can involve collecting...

  • Service Configuration Analyst

    4 weeks ago

    Canberra, Australia Datacom Full time

    Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. About the Role (your why) Datacom is looking for a Service Configuration Analyst to join our organisation, working in Australia and delivering Configuration...

  • Service Desk Analyst

    4 weeks ago

    Canberra, Australia Continuum Jobs Full time

    IT & Telecomms - Canberra - Permanent / Full Time 16/02/2023 **Service Desk Analyst** - **upto $80,000 Package**: - **Unique government opportunities** **About the role** As a Service Desk Engineer you will be responsible for providing multi-level support such as call logging, incident resolution, service requests and other tasks to provide ICT support...

  • Service Desk Analyst

    2 weeks ago

    Canberra, ACT, Australia Gateway Synergy Recruitment Full time

    Microsoft Windows, Microsoft Office, Microsoft SCCM, Active Directory, Citrix 6 months initial contract with 1x6 months extension. Canberra location. Experienced Service Desk Analyst with experience in delivering digital productsGateway Synergy is looking for highly experienced Service Desk Analyst contractor for a government department.The Role:The Service...

  • Ict Service Desk Analyst

    2 weeks ago

    Canberra, Australia The Department of Parliamentary Services Full time

    **ICT Service Desk Analyst**: **Job Details**: **Job Title**: ICT Service Desk Analyst **Employment Type**:Ongoing **Classification**: Parliamentary Service Level 4 **Closing Date**: 11:30pm AEDT, 11 February 2024 **The Opportunity**: The Department of Parliamentary Services (DPS) is recruiting for a Parliamentary Service Level 4 ICT Service Desk Analyst...

  • Cyber Analysts

    2 weeks ago

    Canberra, Australia Resource Corner IT Consulting service Full time

    Requirements As the Cyber Engagement section’s body of work increases, we are seeking eager Cyber Analysts to join our high-performing and fast paced ICT cyber security team. The applicant must have knowledge and experience in: - Liaising with non-technical and technical stakeholders in relation to cyber security issues, system risks and...

  • Service Desk Analyst

    2 weeks ago

    Canberra, ACT, Australia EDT Networks Pty Ltd. Full time

    Service Desk Analyst Wanted6 months (12 month extention) $630 - $635 per dayWe have been asked to seek a highly motivated and customer-focused team to join our clients Service Desk. As a Service Desk Analyst, you will be responsible for providing technical support to our clients, resolving incidents and requests in a timely and efficient...

  • Service Management Analyst 2

    3 weeks ago

    Canberra, Australia Unisys Full time

    **We Believe in Better!** We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision. Our associates are at the forefront of everything we do, driving our clients’ successes while giving back...

  • Service Desk Analysts

    2 weeks ago

    Canberra, ACT, Australia Davidson Group Services Full time

    Join Our Dynamic Team as a Service Desk AnalystAre you a tech-savvy problem solver with a passion for providing exceptional customer service? We are seeking talented Service Desk Analysts to join our clients thriving team and help them deliver top-notch IT support to their valued Government clients.About the RoleAs a Service Desk Analyst, you will be the...

  • Service Desk Analyst

    2 weeks ago

    Canberra, ACT, Australia Continuum Recruitment Full time

    Service Desk Analyst- upto $80,000 Package:- Unique government opportunitiesAbout the roleAs a Service Desk Engineer you will be responsible for providing multi-level support such as call logging, incident resolution, service requests and other tasks to provide ICT support services, you will also maintain documentation to a high standard.About you Experience...

  • Service Desk Analyst

    4 weeks ago

    Canberra, Australia face2face Recruitment Full time

    **Closing Date**:15 February 2023, 9:00 AM **face2face reference**:580152** **Location**:Canberra **Hours**:full-time **Contract length**:contract until 30 June 2023 + possible extensions up to 30 June 2024 **Entry requirements**:Australian Citizen + ability to gain Negative Vetting 1 **Pay range**:$50.00 - 60.00 p/h inc superannuation **About the...