Senior Digital Analyst

2 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time $90,000 - $120,000 per year

As the Senior Digital Analyst, you will:

  • Investigate, analyse, develop and implement technical online and self-service solutions that meet client and customer needs, working in accordance with government and industry best practice standards and guidelines.
  • Co-ordinate the Service Desk functions on behalf of the Service Management team and provide timely and professional support to customers
  • Provide mentoring and training to the SM team as new requirements are identified, or as required/assigned
  • Participate in the On-call Roster (24/7 customer support function)
  • Establish policy, process, procedures and toolsets to support IT Service Management.
  • Monitor service benefits, performance and usage statistics.
  • Report to management including lifecycle management and continuous improvement plans.
  • Ensure SLAs and customer service standards are adhered to by monitoring and reporting on online services performance.
  • Manage Change, Release and Deployment Management, aligning to a Continuous Integration / Continuous Deployment (CICD) model where appropriate.
  • Manage project initiation, planning, implementation and finalisation of ITSMrelated projects, through the execution of end-to-end project management strategies using suitable Project Management practices
  • Write technical specifications and operational plans that align to overall customer experience and enterprise architecture frameworks.
  • Maintain supplier relationships and monitor service delivery agreements with suppliers, including participating in negotiations for service agreements.
  • Implement security policy and contribute to development of standards and guidelines.
  • Manage risk assessment, business impact analysis and stakeholder management ensuring proportionate response to security vulnerability information.

Applications will remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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