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Quality Analyst

3 weeks ago

Adelaide CBD, Australia NRI Australia & New Zealand Full time

Adelaide CBD
- Permanent role
- Hybrid job opportunity.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.

**We are seeking a highly skilled and detail-oriented ITIL Quality Analyst to join our team in Adelaide. As an ITIL Quality Analyst, you will be responsible for ensuring the quality and adherence to ITIL processes and standards within our Service Desk Environment**

**Responsibilities**:

- Conduct quality assessments and audits to evaluate compliance with ITIL processes and standards.
- Monitor and analyze service management metrics and key performance indicators (KPIs) to identify areas of improvement and recommend corrective actions.
- Collaborate with cross-functional teams to develop and implement quality assurance processes and best practices.
- Conduct root cause analysis of incidents, problems, and service disruptions to identify underlying issues and opportunities for process improvement.
- Develop and maintain quality documentation, including policies, procedures, and work instructions, ensuring they are aligned with ITIL guidelines and practices.
- Provide training and support to team members on ITIL processes and quality assurance methodologies.
- Participate in ITIL process reviews and contribute to continuous service improvement initiatives.
- Stay updated with the latest ITIL frameworks, methodologies, and industry best practices, and share knowledge with the team.

**Requirements**:

- ITIL Foundation certification is required. Additional ITIL certifications, such as ITIL Practitioner or ITIL Expert, are highly desirable.
- Proven work experience as an ITIL Quality Analyst or in a similar role, preferably in an IT service management environment.
- In-depth understanding of ITIL framework, processes, and best practices.
- Strong analytical and problem-solving skills, with the ability to interpret data and identify trends and patterns.
- Experience in conducting quality assessments, audits, and root cause analysis.
- Excellent attention to detail and ability to maintain high-quality standards.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Strong documentation and reporting skills.

**WHO IS NRI?**

We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority.And we’re powered not just by technology, but by passionate people who who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the comp

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.
- Unwavering focus on professional development
- Diverse & challenging project work
- Paid certifications
- Flexibility to juggle what’s important to you with work
- Committed health & wellbeing plan
- Competitive salary packages
- Corporate partnerships

**Additional benefits**

- Option to work remote up to 3 months overseas or 6 months interstate (if your role allows)

- Work Hybrid

- Access to WHEREFIT - exclusive discounts to leading fitness and wellbeing brands

- Free confidential access to Employee Assistance Program

- Salary sacrifice & Novated Leases

- Access Learning & Development opportunities

- 12 weeks paid parental leave

**DIVERSITY & INCLUSION**

We value our collaborative culture and work together to support a variety of community organisations and social issues.