Service Management Analyst

Location: Melbourne | Eastern Metropolitan

Job type: Ongoing - Full Time

Organisation: Triple Zero Victoria

**Salary**: $100,717 - $100,718

Occupation: IT and Telecommunications

Reference: 1962
- Play a key role in the Emergency Communications Information Services team
- Support the delivery of quality IT Service Management to assist the business achieve its goals
- Permanent full-time opportunity based in Burwood East

**About Triple Zero Victoria**:
Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

**About the Role**:
The Service Management Analyst - Asset and Configuration is a key role within the Emergency Communications Information Services (ECIS) team, which will facilitate the end-to-end analysis and understanding of Triple Zero Victoria’s ICT Hardware and Software asset and configuration management capabilities.

Reporting to the Manager, Services Management, the role’s purpose is to the support the delivery of streamlined and high quality IT Service Management to assist the business to achieve its objectives.

Day to day responsibilities include:

- Facilitate end-to-end asset and configuration management for Triple Zero Victoria ICT Hardware and software, ensuring alignment with all relevant processes and policies.
- Develop and oversee asset and configuration management processes, tools and knowledge articles, while delivering regular training to ECIS personnel and stakeholders.
- Manage the ServiceNow asset and configuration management databases, ensuring data integrity and accuracy, and conducting regular audits for continual improvement.
- Collaborate with ECIS Asset Owners to capture, manage and track the lifecycle of ICT assets and Configuration Items, and to enhance Configuration Management Database Discovery processes.
- Compile and analyse reports on asset and configuration utilisation, accuracy, and compliance, supporting operational effectiveness and continuous improvement.

**About You**:
To be successful in this role, you will have extensive experience in IT Asset and/or Configuration Management and be able to effectively communicate and partner with both internal and external stakeholders to ensure successful outcomes..
- ITIL V3 Certificate (essential)
- ServiceNow Service Management Fundamentals certification
- Demonstrated experience using ServiceNow CMDB and IT Asset Management modules.
- Strong communication and interpersonal skills and the ability to work with a wide range of stakeholders.
- Proven experience in problem management in a highly complex systems environment

**What We Can Offer You**:
You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

- Employee assistance program for employees and eligible family members
- Discounted health insurance, banking services and gym membership
- ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
- Free staff parking at all our sites
- Salary packaging options after an initial service period

**How to Apply**:
**Applications must be submitted by 11.59pm, Sunday 12 January 2025.**

**Other Relevant Information**: