Service Management Analyst

About ESTA
ESTA is the critical link between the Victorian community and the state's emergency services agencies and it partners with the agencies to improve service delivery to the community. It provides Victoria's 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES. Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency response. Its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.

About the role
The Service Management Analyst is a key and active participant of the Emergency Communications Information Services.The goal of the function is to support the delivery of streamlined quality IT Service Management to assist the business.
Reporting to the Manager, Service Management specific accountabilities will include to ensure all users are following the correct ITIL processes, review submitted changes to confirm complete prior to submission to CAB, review knowledge articles for quality, housekeeping of ServiceNow to ensure user accounts and licencing is as per advised contractual agreement. Monitor ServiceNow tickets to ensure correct workflows and closure.
The main purpose of the role is to provide professional, customer focused, and technical support related to IT Service Management.
As part of the ITS team you may be required to travel or transfer between your primary work location and other ESTA sites to effectively carry out your duties. Normal working hours are 38 hours per week between 7 am and 7 pm, Monday to Friday. You may be required to work reasonable overtime and as a member of the IT Services team will be rostered on call to support incident management out of business hours.

Key accountabilities

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- Manage the delivery of ITSM services, including Incident Management, Problem Management and Change Management and while ensuring compliance with policies and processes.
- Drive continual improvements within ITSM with full collaboration of ECIS technology teams.
- Contribute to governance activities such as internal and external audits and standards reviews.
- Maintain accuracy of ITSM data within ServiceNow, provide the data analysis, performance reporting and dashboards.
- Perform the role of ECIS Duty Manager, facilitating the effective restoration of impacted services, liaising with technical SMEs, vendors, and other stakeholders, providing relevant communications to ESTA Operations team and senior leadership.
- Promote the vision and goals of the organisation both internally and externally, with professionalism and enthusiasm and in accordance with ESTA, Emergency Management Sector and Victorian Public Sector plans and policies.
- Maintain a safe, positive, and productive work environment free from discrimination, bullying and harassment; comply with ESTA policies and procedures, and within Code of Conduct.
- Other duties as directed by the Head of Service Design, Performance and Customer Experience consistent with the above duties and responsibilities.

About you
To be considered for this opportunity, you will have the following:

- ITIL V3 Certificate
- Demonstrable experience of incident and problem management in a highly complex systems environment

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- Two years of Process Management experience of two or more Service Management practices
- Data analysis and insight / observation creation
- Experience working with relevant technologies including aspects of product lifecycle, process development, delivery, and support

What we can offer you
- A job that's challenging and exciting
- A role that makes a vital contribution to the Victorian community through a high-performance workforce
- Belong to a connected and highly supportive team
- Competitive pay and benefits
- Flexible working arrangements to work around our business needs and your lifestyle

How to Apply

In accordance with the Public Health Directions issued by the Chief Health Officer, ESTA must comply with employer obligations regarding mandatory COVID-19 vaccinations for authorised workers. If you are successful in gaining employment with ESTA you will be required to provide evidence of your vaccination against COVID-19.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa and the successful applicant must satisfy the National Police Records Check standard that includes finger printing.