Analyst, Service Operations

More time off for the things that matter - Up to 6 weeks’ leave- Work where you work best - Hybrid office/work-from-home environment

The Analyst, Service Operations plays a critical role in ensuring that technology services are functioning as expected, managed effectively and efficiently, and that they are meeting the needs of the business. This requires a broad range of skills and expertise in service management and technology operations, as well as the ability to work effectively with a variety of stakeholders across the business

Sounds interesting? Here are some specifics about the opportunity:
- Maintain the alignment of respective ITIL process relation to incident, problem, change, knowledge, request fulfillment and service catalogue and work with the partners and business to ensure these processes stay current and efficient.- Provide backup where necessary for ITIL functions, including afterhours/on-call coverage as part of the team roster.
- Support the Incident & Problem Manager during major incidents as required (e.g. sending communications, coordinating technical teams, facilitating general actions).
- Support the Change Manager during the change management lifecycle as required.
- Manage the knowledge base/s and knowledge management process across technology to maximise selfservice and decreasing the business’s time to resolution and/or fulfilment. And ensure the knowledge base and process is healthy and that it is up-to-date and reflects the latest information.
- Assist in managing the request management and service catalogue to ensure that it is up to date and accurately reflects the services that are offered, is aligned to agreed models, best practice and delivers value.
- Assist across the service transition lifecycle.- Adhere to risk, compliance, and security processes, escalating non-compliance in line with Perpetual policies and procedures.- Assist in the development of reports and dashboards within the service management toolset.
- Generate dashboards, reports and analyse data related to technology services with the purpose of identifying trends, areas for improvement and ensuring key performance metrics are being met.
- Review and audit data captured in the service management toolset to ensure it is accurate and consistent.
- Collate and distribute required daily, monthly, and quarterly reporting.
- Assist in manually populating the CMDB as required.- Manage and track the execution and continuous improvement of technology services
- Develop and deliver training programs around service management and operations functions to help others develop the skills they need to effectively manage technology services.
- Review and manage work queues within the service management toolset to reduce backlogs, ensure tickets are updated and fulfilled.

To be considered for this opportunity, your qualifications, skills and experience could include:

- ITIL foundations certified- Experience managing competing priorities- Relevant experience in IT service management, technology operations, or a related field- Knowledge of ITIL best practices for service management- Strong analytical and problem-solving skills- Excellent communication skills, with the ability to communicate technical information to non-technical stakeholders- Experience with service management tools, such as ServiceNow

This role will be part of an on-call roster to provide 24/7 incident assistance.

Our opportunity We’d love to learn more about how your interests and experience could be a fit. Here at Perpetual, we are committed to supporting a flexible working environment enabling you to work how and where you work best. Our benefits
- Two weeks additional paid leave for Well-being & Community Leave
- Market competitive Parental Leave
- Access to our Well-being Benefits and Perpetual Discounts providing discounts and special offers on entertainment, clothing, homeware, gift cards, technology, travel, dining and more

Why join us? You'll be joining a growing client-focused and collaborative global team with a values and purpose-driven culture. Each and every day our people bring to life our enterprise behaviours - Stretch, Own It, and Make an Impact. We value Diversity and Inclusion and know that the unique backgrounds, experiences, and perspectives of our people contribute immensely to the delivery of our purpose and strategy. We’re living this commitment as a WGEA Employer of Choice for Gender Equality and have a growing number of employee-led networks to raise awareness and promote Diversity and Inclusion at Perpetual. We are extremely proud to work directly with over 23 Aboriginal language groups in various communities across Australia and we pay our respects to all Aboriginal and Torres Strait Islander People: and to their Elders past and present. Aboriginal and Torres Strait Islander People are strongly encouraged to apply.