Smo Analyst

Looking for Service Management / Incident / Problem Management Professional

**Your new company**

Hays Technology in Geelong are currently partnered with a Public sector organization located in Geelong, Victoria.

We are seeking to appoint SMO Analyst on initial 3 months contract role with a view of extension. This will be a hybrid role working from home and Geelong location

**Your new role**
- Oversight of incident management
- Trend analysis including post incident review and problem investigation
- Report preparation of the health of operational service management activities.
- Customer engagement including understanding customer issues, breaking down business problems and recommending appropriate solutions.
- Strong ITIL and ServiceNow knowledge desirable
- Other duties as required

**What you'll need to succeed**

To be considered for this role, you will have:

- Strong knowledge of current IT service management processes (specifically incident, problem and change) associated industry best-practice approaches.
- In-depth understanding of best-practice ServiceNow configuration
- Relevant Qualification / Certification in relevant Service Management practices (e.g., ITIL®, SIAM®) at Foundation level.
- Proactive approach focused on, safely, delivering positive results.
- Experience in managing customers and demonstrated stakeholder management
- Experience in working with large complex customers
- Demonstrated ability to complete trend analysis, build reports, metrics and provide analysis around the customer experience
- Demonstrated experience in ServiceNow will be highly regarded.
- Strong attention to details.
- Excellent Communication Skills.

**What you'll get in return**

This role offers you **Competitive Daily rate **and **Hybrid working** **with working 2-3 days in Geelong office.**

**What you need to do now**

For further information about this role, please contact:
**Gaurav Bikhchandani**

Recruitment Partner

T: 0352268003

2794057