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Service Delivery Analyst

3 weeks ago

Kogarah, Australia Westpac Full time

Westpac Group has a rich heritage and offers employees a multitude of opportunities. We aim to attract the best people inside and outside of the business - building an organisation where the best talent thrives.

The Westpac Group has a complex Information Technology environment that needs to deliver to the rapidly changing needs of our customers and employees, the ever-evolving IT landscape, and the Group's regulatory and statutory requirements. In GroupTech we're striving to be game-changing technologists, shaping the future of banking.

**How will I help?**

Technology Infrastructure & Service Management (I&SM) drives a business partner centric service delivery model with teams structured around how services are consumed. The role of Service Delivery Analyst is accountable for supporting the successful development, implementation, monitoring, and operation of the AppTio Attributions process on behalf of Technology.

This role reports to the TBM Office Lead and sits within the Technology Asset and Contract Management (TACM) function within the Integrated Product Services area of the I&SM business unit of Customer Service & Technology.

Your key responsibilities may include:

- Supporting the Westpac Attributions (ChargeBack) process through problem solving and escalation of issues concerning monthly Bill of IT and Management Reporting.
- Engaging with CIO teams and Line of Business customers to understand and manage issues.
- Building a knowledge database of issues, publish FAQs, track, and manage open actions to conclusion.
- Managing the TACM “Front Door” including maintaining Intranet pages, Confluence pages and triaging questions and issues that need to be notified to the team.
- Managing monthly reporting from the AppTio system, such that Bill of IT Reports and Management Reports meet service levels and are accurate and complete.
- Working with TBM Office, tech teams and Finance to ensure smooth operation of the Attributions process.
- Performing basic analysis and troubleshooting.
- Working daily within the Technology Business Management Office and other I&SM teams to optimised reporting.
- Consulting with finance team to ensure accurate issues are managed and problems solved.

**What’s in it for me?**

You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world’s great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.

**What do I need?**

To be successful in this role, you will need strong problem-solving skills, be organised and able to manage multiple issues at the same time. In addition to this, your skills may include:

- Data analytics and information management skills.
- Good communication skills - a diverse user base with both business, financial and technical backgrounds.
- Basic IT Financial knowledge/ banking knowledge with an understanding of contract costings, Capex and Opex concepts.
- Basic "Infrastructure" Knowledge with an understanding of concepts such as storage, virtualisation, and vendor management.
- Demonstrated experience with ITIL and/or COBIT.

Any exposure using Apptio with TBM Studio in a complex environment preferred (RTBMA certified) would be advantageous.

**What’s it like to work there?**

As well as competitive remuneration and a great culture, joining the Westpac family means you will get some of the best banking, wealth, and insurance benefits in the market.

We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We will even pay you to do volunteer or community work.

We aim to provide one big, supportive team of people working to achieve our purpose of creating better futures together. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?**

**Do you need reasonable adjustments during the recruitment process?**

At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community.