Enterprise Systems Analyst
5 days ago
About the Role
This is a challenging and rewarding opportunity to join the Coles Technology Services and Commercial function as a Systems Analyst. As a key member of our team, you will be responsible for providing technical expertise and support to our internal customers across the organisation.
Your Key Responsibilities Will Include:
- Monitoring, troubleshooting, and resolving incidents escalated to the EUC 2nd Level Support queue.
- Providing technical expertise and advice to end users.
- Managing the EUC 2nd Level incident, problem, and request queues in line with agreed SLAs and according to ITIL Service Management best practices and Coles IT Service Management processes.
- Escalating incidents to the EUC 3rd Level and other Coles technical support teams when required.
- Working independently and as part of a team.
- Driving the elimination and reduction of incidents.
- Adhering to organisation processes and security protocols.
- Providing technical standards writing and documentation.
- Updating existing Level 1 Support and internal EUC knowledgebase articles.
- Staying up-to-date with emerging technology trends and how Workplace Technology services are being delivered.
- Managing time to allow for innovation and experimentation in the team to deliver optimised and innovative solutions that solve end-user incidents.
- Working closely with other teams within Workplace Experience and support to improve services and solve incidents.
About You and Your Skills
- Demonstrated experience in supporting enterprise-based end-user computing infrastructure in a large-scale, complex distributed business environment.
- Experience working in an IT Support role, adhering to ITIL fundamentals and strict SLAs.
- Experience using an IT Service Management Tool.
- Demonstrated time management and prioritization skills.
- A customer service mindset, understanding the role Technology Support plays in Employee Experience.
- Maintaining high levels of customer service.
- Strong written and verbal skills.
- Technical and End User Knowledge Base writing skills.
- Proven technical understanding of the relevant technologies.
- Demonstrated experience in maintaining root cause analysis of enterprise-based end-user computing in a large-scale, complex, and distributed business environment.
- A growth mindset, someone who shows passion for technology and delivering innovation in their services.
- Experience building strong cross-functional relationships with other technical teams.
- Demonstrated experience and understanding of technology trends and issues.
Commercial Skills and Qualifications
- ITIL certification.
- Expertise in Windows, Mac, iOS, Android OS platforms, including strong troubleshooting skills.
- Experience within the ServiceNow/ITSM toolset.
- Critical thinking, analysis, and out-of-the-box thinking to develop strategies to overcome challenges.
- Team player.
- Robust incident and analytical solving skills for complex technical issues, with high attention to detail.
- Customer-focused, able to deal with ambiguity, self-motivated.
- Cost-conscious mindset.
- Ability to articulate solutions to end-users for technical issues.
- Excellent communication skills – strong ability to communicate, guide, and influence stakeholders.
- Sense of accountability and ownership of issues.
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