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Service Management Analyst

2 weeks ago

Sydney, Australia Cuscal Full time

**Be the inventor and enabler of our business**
Where else will you get the chance to build products from scratch? Products that impact the lives of millions of people in the everyday. At Cuscal, our tech team are the hands and heart for what we do best. They’re the inventors, the creators, the enablers of our business. They turn ideas into reality. They test. They refine. They perfect.

Instead of being pigeon-holed, you’re supported to follow your ideas and bring them to life. But you don’t need to be a payments nerd to thrive here. You just need to be curious. You need to be motivated. And you need to be inspired to do bigger, better.

**We are looking for a Service Management Analyst to join our growing Technology team.**

**About The Role**
The purpose of this position is to continuously improve and embed industry best service management practices within by the Enterprise Technology Services (ETS) department and Cuscal, to provide superior client experience.

This role also focuses on and not limited to, management of IT Services and other support tools; quality assurance activities; process governance; service management reporting and training/coaching.
- Key responsibilities include but no limited to_
- Managing ITSM tool configurations to effectively execute the day-to-day operational activities.
- Creatively address business/ITSM practice challenges; enhance user experience and tool resilience and stability through consultation, ITSM tool automations, enhancements, and bug fixes. Conduct monthly reviews on agent licenses to ensure optimal license usage.
- Ensure tool and data related polices and roles and responsibilities are established and documented.
- Coordinate with vendors and other support staff to ensure tool related Incidents are resolved within the required timeframes.
- Work with internal and external stakeholders and vendors improve and update ITSM tool space to ensure it is fit for purpose and high degree of usability/system accuracy maintained.
- Analyse, forecast and report on future tool related requirements such as licence needs, other support tools.
- Partner with tool and license provisioning vendors and internal stakeholder to maintain licensing requirements.
- Organise, test, and implement improvements for the SMO space.
- Document and publish related tool related user guides, process/procedure/knowledge and conduct appropriate training.

***
- Experience and Knowledge_

**Essential**
- Minimum 1 - 2 years in a similar role in a complex and fast paced IT and business environment.
- Detailed understanding of ITIL Service Management processes, with a particular emphasis on Change, Release, Incident, Service Level and Problem management.
- Strong verbal and written communication skills
- Experience working with managed services vendors and cloud computing solutions.
- Experience with outsourced service providers
- Experience maintaining and configuring ITSM tools such as Jira Service Management, MS Service Manager, Service Now, Remedy or Cherwell Service Management.
- Experience working with trend analysis, metric design and monitoring.
- Experience with broad range of stakeholder management.
- Experience in managing multiple tasks in a dynamic environment.
- Demonstrated ability to work collaboratively in diverse teams.

**Why Cuscal?**
We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

**Next Step**
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