Itsm Support Analyst

2 weeks ago

Sydney, Australia Serco Full time

Support the delivery of quality ITSM processes using ServiceNow
- Sydney based preferred, 3 Days in the office, 2 Days WFH
- Permanent, Fulltime Opportunity

**About the Role**
The ITSM Support Analyst’s key purpose is to support the delivery of robust and quality ITSM processes to elevate our overall performance and service. This will be measured by a reduction in the number of incidents, ageing tickets and improved first call resolution and overall customer satisfaction.
The role will have a focus on adherence to the ITIL processes including identifying trends and process improvements and supporting technical and delivery teams to put in place effective solutions to mitigate reoccurrence.

**About You**
Some key attributes of the role include the ability to solve problems, being solution focused, outcome driven and bringing an energy and positive influence into the team. Key responsibilities include:

- Collaborate with SDMs to review and triage escalated requests
- Analysis of Incidents and identification of trends to support Problem Management and Service Improvement
- Ensuring that ageing tickets are tracked, prioritised and kept to a minimum
- Performance reporting against SLAs.
- Assisting with training and promoting the use of the ITSM toolset throughout the wider business

To be successful in this role, you will need to have:

- ITIL v3/v4 qualified - foundation certificate essential
- Minimum of 3 years’ experience working in complex IT environments
- Minimum of 3 years’ experience in ServiceNow or a similar ITSM platform
- Attention to detail: ability to analyse data to identify patterns and provide assessments to Senior Managers.
- Willingness to travel and participate in calls with UK teams, when the role demands.
- This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a National police check as an essential selection component for this role._

**About Us**

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