IT Service Management Analyst

4 days ago

Sydney, Australia NSW Department of Customer Service Full time

**IT Service Management Analyst**

**Clerk Grade: 7/8, base salary starting at $110,266 - $122,058 plus superannuation**
**Employment Type: Ongoing, full-time opportunity**
**Office requirement: Attendance in the office 2 days per week, 4PSQ (Parramatta) will be the primary office**
**This role sits within the GSS Division in the Service design and CSI team**

**About the Role**
We are looking for an Operational and Performance Analyst to support our continuous service improvement initiatives. Working with the wider Service Level, Service Operations and Service Providers, you would be supporting the uplift of our overall performance to exceed and enhance our service levels and customer experiences.
You will support internal programs and initiatives and remain available to support any of our operational ways of working as and when necessary. This is an ongoing role within an efficient and supportive team.

**Accountabilities will include**:

- Identify and analyse business processes and performance, and provide trusted advice to facilitate efficient delivery of business operations and performance to agreed standards
- Develop and maintain productive relationships with key internal and external stakeholders to deliver quality business analysis, reporting and outcomes
- Monitor and report on initiatives, strategies and programs to improve the effectiveness of business processes and program
- Conduct research into relevant industry practices to recommend innovative solutions and optimise outcomes
- Maintain awareness of relevant operational issues, trends and opportunities to contribute to the best practice business support function in line with strategic, organisational and government priorities

**To be successful in this role you will have**:

- **Ability to be a team player and strive for continuous service improvement and customer satisfaction
- ITIL V3 or V4 Foundational certificate
- SIAM professional certificate
- Qualification related to Data Science, Data Analysis and Data Visualisation
- Well versed with Service Level Management principles and reporting requirements
- 2+ years of relevant experience

To apply, click 'Apply' and follow the steps to submit your CV for consideration.

Salary Grade 7/8, with the base salary for this role starting at $110266 base plus superannuation

**Closing Date: Monday, 30th June 2025 at 9:59am**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**:
Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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