Service Management Analyst

1 week ago

Melbourne, Australia Latitude Financial Services Full time

A newly created role to come and join our Money team and provide an outstanding technology service experience for the Latitude Money Platform (LMP) by driving continuous improvement in quality, reliability, and user experience for our customers and support teams across Australia and New Zealand.

Latitude Money Technology is a newly assembled team of individuals, many from a start-up background who all share a commitment to solving problems quickly and efficiently while delivering a major technology transformation for the strategic Latitude Money Business unit. We really believe that our customers should be delighted by great products, and that great products are produced by empowered teams.

Let's talk about the role.
- The Service Management Analyst’s primary focus will be the improvement of ITIL-aligned ITSM process maturity and compliance.
- Analyse and validate process and/or performance metrics against success criteria to ensure effective control of expected deliverables.
- Participate in the development, documentation, maintenance, and auditing of ITSM policies, procedures and workflows.

Role Breakdown:

- Reporting Analysis (30%)
- Operational Excellence (25%)
- Finance Management (45%)

Let’s talk about you:

- Dynamic, obsessed and accountable for delivering great service experiences and identifying opportunities to transform and improve the customer service experience.
- Relevant tertiary qualifications and/or substantial industry experience
- A Degree/Diploma in Information Technology or related field.
- Minimum 3 years ITSM work experience and process management.
- ITIL certified to a minimum of foundation level but preferably to higher ITIL v3 certification.
- Relevant experience in IT support and Technical Analysis.
- Intermediate level understanding of financial management practices and processes, as well as knowledge of financial reporting and controls in an IT environment.
- Strong background in managing outsourced IT services
- Experience working within an ITIL framework and toolsets (ServiceNow)
- Prior experience in supporting Salesforce would be an advantage
- Ability to act within Agile, Kanban and Lean methodologies
- Strong communication skills, ability to communicate effectively on technical and business related aspects
- Innovative thinking, ability to problem solve using new approaches
- Flexible, methodical and thorough process oriented approach
- Collaborative, able to provide input into and work within a multifunctional team
- Self-motivated, capable of working with limited supervision, pro-actively reporting on status and tasks

Sound like you?
That's a good sign In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money
Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values. Act Right, Show Care, Be Curious.- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._

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