Service Management Analyst

2 weeks ago

Canberra, ACT, Australia Unisys Full time

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte, InteliServe

**What success looks like in this role**:
**Summary**

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis.

Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic.

**Responsibilities**
- Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.
- Ensures contractual service support requirements are understood and managed.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
- Presents operational and service level reports and explains service level support available to internal or external customers.
- Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc
- Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. - Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
- Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines.
- Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations.
- Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues.
- Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately.

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**You will be successful in this role if you have**:

- Bachelor's Degree and a minimum of 2 years of relevant experience or equivalent combination of education and work experience.
- **Must be an Australian Citizen with an NV1 clearance **.
- Basic understanding of ITIL V3 processes and principals.
- Good verbal and written communication skills.

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