IT Service Delivery Analyst

Challenger Limited is an ASX-listed investment management firm managing $127 billion in assets (as at 30 June 2024). Life with us is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement._
- We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed._

IT Service Delivery Analyst
- Are you a natural problem-solver with a forensic eye for detail?
- Do you enjoy digging deep to uncover issues, documenting your findings, and driving solutions to completion?
- We are seeking an IT Service Delivery Analyst to support our IT operations team, ensuring seamless service delivery with our strategic partner.
- This role is available for a period of 6 months.

About the role

As an IT Service Delivery Analyst, you’ll support our Technology Service Operations Lead in managing the complexities of Challenger's IT service environment. You’ll play a key part in monitoring, escalating, and ensuring action on issues that impact user experience, while driving operational improvements and ensuring our service provider is delivering in line with expectations.

You’ll collaborate with a dedicated Technology Operations team that oversees service management and ensures governance in a complex outsourced environment. Your role will focus on identifying gaps, documenting findings, and working closely with stakeholders and external partners to drive end-to-end resolutions.

Key responsibilities include:

- Problem-solving with a detective mindset - Investigate, document, and escalate issues, ensuring they are driven to completion.
- Escalations and SLAs - Manage escalations and monitor priority incidents, ensuring service levels reflect a genuine user experience.
- Governance and audits - Conduct audits of incidents, service requests, and problem tasks, ensuring alignment with governance standards.
- Driving collaboration - Facilitate meetings to align on business dependencies and operational needs while holding stakeholders accountable when issues arise.
- Refreshing IT resources - Reviewing and updating IT channels like Teams, Confluence, and network folders to ensure usability and relevance.
- Access Request Approvals - Approve access requests based on staff role and security levels.

What we’re looking for

This role suits someone who thrives on solving complex problems and holding others accountable for delivering results. Ideally, you’ll bring:

- A background in IT service management/IT Service Desk Support or coordination.
- Strong analytical skills with the ability to identify root causes and track resolutions.
- Experience working in outsourced or service provider environments, with a focus on governance and reporting (highly desirable)
- Good communication skills to engage stakeholders and navigate challenging conversations.
- A proactive, detail-oriented mindset with a passion for driving operational improvements.

LI-KM1

LI-Challenger

LI-Hybrid
- We value inclusion and diversity of thought, promote flexible working practices so our people can integrate their work and personal lives, and are proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality._
- We believe in bringing your authentic self and a belonging in our culture. We are prideful in participating in the Australian Workplace Equality Index (AWEI) as a national benchmark on LGBTQ+ workplace inclusion and best practice in Australia. We offer the opportunity for a broad career experience and value people who are inquisitive and rigorous and are driven to make a difference._

Job type:
Max Term (Fixed Term)

Posting Close Date:
17/01/2025

About Us
- Life at Challenger is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for retirement.- Our people bring their diverse backgrounds and perspectives to a workplace which is inclusive, flexible, and driven by our values - act with integrity, aim high, collaborate and think customer.- Our environment is one where our passionate teams can thrive. Our people quickly discover that a role at Challenger is much more than just a job. Our working environment is unique and encourages our employees to share their ideas and feel empowered to tackle new opportunities.