Major Incident Analyst

Let's talk about the role:

- This associate position will be working closely with the ITSM Process Team Lead, Enterprise Service Management Capability owners and broader technology community, to manage and provide the services delivered by Enterprise Service Management, in compliance with the operational procedures and agreed Service Level Agreements (SLAs).- The primary focus will be providing operational support across the Enterprise Service Management capability across ITIL-aligned ITSM processes, with a weekly roster aligning primary focus to Incident Management support.- Analyse and validate process and/or performance metrics against success criteria to ensure effective control of expected deliverables.- Participates in the development, documentation, maintenance, and auditing of ITSM policies, procedures and workflows.- Responsibilities/ accountabilities:
- Operational Excellence (50%)-
- Monitors the daily operation of the ITSM processes to ensure good execution and compliance, identify and address any non-compliance.
- Participation in a weekly roster with primary focus being Major Incident Management
- Work together with business users to gather facts and analyse improvement opportunities of operational processes and tools.
- Assist the Enterprise Service Management capability with providing support across, Incident Management, Problem Management, Change Management, Release Management, Asset Management and ServiceNow Support.- Reporting Analysis (50%)-
- Ensure reported SLA’s are accurate; service quality is maintained and delivered optimally
- Foster agile service management by collecting, analysing and summarising process and service issues and providing relevant, related information to the Manager Service Management Specialist.
- Effectively monitor, control and support delivery of It services, ensuring methodologies and procedures are followed.
- Build and maintain stakeholder relations internally and externally.
- Attend service management review meetings to evaluate performance, service improvements, quality and processes.- Let's talk about you-
- A good understanding of ITSM tools and methodologies including Incident Management, Problem Management, Change Management, Asset Management, Release Management
- Strong communication skills with the ability to communicate effectively on technical and business issues both internally and externally
- Familiar with ITIL Framework, ITIL certified to a minimum of foundation level but not mandatory
- Ability to work independently, but also a strong team player who works well with others.
- A quick and resourceful learner, able to pick up new concepts swiftly and hit the ground running, manage your time effectively and produce high quality outcomes efficiently.
- Minimum 2 years Information Technology work experience and process management.
- Conceptual understanding of financial management practices and processes
- Background in working with outsourced IT services
- Experience working within an ITIL framework and toolsets (ServiceNow)
- 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.