Service Assurance and Optimisation Analyst

4 weeks ago

Canberra, Australia Datacom Full time

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role

Our Customer Delivery team is the part of the business where you can influence internally within our delivery teams and work closely with the customer to meet their business requirements. You will have the opportunity to use your excellent knowledge and passion for working with people; along with your business nous and understanding of the best options for our customers moving forwards. You can be proactive, innovative and look at ways to improve people’s lives through technology.

This role will be based in our Canberra office. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best

What you’ll do

At the moment, as Service Assurance and Optimisation Analyst you will be Customer facing and you will be focused on:

  • Maintenance of the SLM Framework - maintain the underlying structure of the agreed Service Levels Management approach and structure.
  • Identification of Service Requirements - The Service Level Requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.
  • Agreements Sign-Off and Service Activation – Assist with the relevant Service Level Agreements sign off after completion of Service Transition, and to check if Service Acceptance Criteria are fulfilled. In particular, this process makes sure that all relevant OLA’s (if applicable) are signed off by their Service Owners, and that the SLA is signed off by the customer.
  • Service Level Monitoring and Reporting – Continual monitoring achieved for service levels and compare them with agreed service level targets. This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
  • Service Level Analysis – Continual involvement and facilitation with the customer and internally to ensure service level trends and monthly outcomes are communicated, with any negotiation on credits/exemptions occurring. This would be a joint activity with the Service Delivery Manager.
  • Service Level Adherence – works with Service lines to ensure adherence to service levels on a near real time basis, and that any exemptions required, follow the appropriate process and are agreed with the Customer.

We are an agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

This is an exciting role and, as such, we are looking for someone with extensive Service Desk Analyst with experience working in a managed service environment looking for their next step in their career.  

You will bring a good understanding of service management methodologies including ITIL and have a sound understanding of technical concepts and frameworks. You will have excellent verbal and written communication and your customer relationship building and management skills will be second to none.

  • Experience with using ServiceNow and Cherwell
  • Ability to review service tickets and champion their successful completion to SLA’s
  • Strong coordinator skills and ability to work in cross functional teams.
  • Exposure to reporting in Excel and Power BI will be highly regarded

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

Requirements

#LI-Hybrid

  • Service Assurance and Optimisation Analyst

    1 week ago

    Canberra, Australia Datacom Full time

    Our WhyDatacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.About the RoleOur Customer Delivery team is the part of the business where you can influence internally within our delivery teams and work closely with the customer...

  • Service Assurance and Optimisation Manager

    1 month ago

    Canberra, Australia Datacom Full time

    Our Why Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. About the Role Our Customer Delivery team is the part of the business where you can influence internally within our delivery teams and work closely with the...

  • Quality Assurance Analyst

    2 days ago

    Canberra, Australia Human Capital Management Australia Full time

    We've been engaged by a client down in Canberr, ACT that are looking for a Quality Assurance Analyst / Tester to join them on an initial 12mth contract (with views to extend) - ideally you will be based in ACT and be available to start within the next 2wks **So, What are we looking for**: - Advanced knowledge of testing and quality assurance...

  • System Analyst

    7 days ago

    Canberra, Australia HAYS Full time

    Seeking a skilled SFIA 6 level System Analyst to work in DevOps model within Scaled Agile framework (SAFe) **Your new company** You will be working within a large Federal Government Department located in Woden, ACT. Your department works diligently to provide accessible essential services to the Australian public, constantly working to improve their...

  • Data Analyst

    2 weeks ago

    Canberra, Australia ACT Government Full time

    Client Services Branch of Housing ACT is looking for a motivated and enthusiastic Data Analyst to join its Data Analytics and KPIs team. The Data Analyst reports to the Senior Data Analyst in the Development and Support Team, Client Services Branch. The following job tasks and outcomes outline what you will do and achieve in the role: - Interpret data,...

  • Automation Analyst

    1 month ago

    Canberra, Australia FinXL Full time

    **Job details**: - Posted 04 July 2023 - SalaryNegotiable - LocationCanberra - Job type Contract - DisciplineTelecommunications - ReferenceCR/022920_1688434811 **Job description**: **Long term contract with long term extension options** **Minimum Baseline Security Clearance required** **Canberra (ACT) Location** FinXL IT Professional Services is an...

  • Automation Analyst

    1 month ago

    Canberra, Australia FinXL Full time

    **Job details**: - Posted 04 July 2023 - SalaryNegotiable - LocationCanberra - Job type Contract - DisciplineTelecommunications - ReferenceCR/022920_1688429785 **Job description**: **12 months contract with long term extension options** **Minimum Baseline Security Clearance required** **Canberra (ACT) Location** FinXL IT Professional Services is an...

  • Information Assurance Analyst

    2 days ago

    Canberra, Australia Lockheed Martin Australia Full time

    ACT, Canberra (Barton) - Information Security/Information Assurance - 14762BR **About us**: - The coolest jobs on this planetor any otherare with Lockheed Martin Space. - At the dawn of a new space age, Lockheed Martin is a pioneer, partner, innovator and builder. Our amazing men and women are on a mission to make a difference in the world and every single...

  • Quality Assurance Specialist

    4 hours ago

    Canberra, Australia Unisys Full time

    **What success looks like in this role**: A great role for someone grow or bring their existing experience in the quality Assurance function, and work with a newly established Service Delivery Team, as they work with our client. - Consistently monitoring on Service Desk Analyst interactions with End Users as well as the related tickets. - Ensuring that our...

  • Aps5 - Test Analyst

    2 months ago

    Canberra, Australia National Library of Australia Full time

    My Forms - My Tests - My Interviews - My Details **APS5 - Test Analyst**: - Quality assure digital services and projects - Help implement and improve IT systems - Help build testing capability in the Branch As a world leading library, the National Library of Australia offers an innovative and collaborative workplace where exceptional team players and...

  • Aps5 - Test Analyst

    1 week ago

    Canberra, Australia National Library of Australia Full time

    My Forms - My Tests - My Interviews - My Details **APS5 - Test Analyst**: - Quality assure digital services and projects - Help implement and improve IT systems - Help build testing capability in the Branch As a world leading library, the National Library of Australia offers an innovative and collaborative workplace where exceptional team players and...

  • Senior Cyber Security Assurance and Risk Analyst

    2 weeks ago

    Canberra, Australia Airservices Full time

    Full time position for an experienced Senior Cyber Security Assurance and Risk Analyst to join the team at Airservices Australia. 14% superannuation with flexible working conditions. Brisbane or Canberra based. The Organisation: Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of...

  • Quality Assurance Specialist

    1 month ago

    Canberra, 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...

  • Aps5 - Test Analyst

    1 month ago

    Canberra, Australia National Library of Australia Full time

    Quality assure digital services and projects Help implement and improve IT systems Help build testing capability in the Branch As a world leading library, the National Library of Australia offers an innovative and collaborative workplace where exceptional team players and technical specialists can flourish. As part of the Library’s team, you will help...

  • Quality Assurance Specialist

    1 month ago

    Canberra, Australia Unisys Full time

    **Job Description** 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...

  • Test Assurance Manager

    2 weeks ago

    Canberra, Australia DFP Recruitment Services Full time

    **Job description**: - Be part of a long term exciting digital program - 12 Month contract plus potential extensions - Contract rate up to $90 to $120/hour plus super DFP Recruitment is urgently seeking an experienced Test Assurance Manager who will help drive our client’s business change services that enable the ACT Government to deliver quality...

  • Test Assurance Manager

    2 weeks ago

    Canberra, Australia Ignite Specialist Recruitment Services Full time

    Contract Type Contract Reference BH-370851 Industry IT Salary per hour - Min: AUD 90 - Max: AUD 120 **Location**: Canberra. - **Contract**: 12-month contract with extension possibilities. - **Eligibility**: Australian citizenship required. - **About the opportunity**: The role of the _Test Assurance Manager_ entails managing and delivering testing...

  • Test Assurance Manager

    1 month ago

    Canberra, Australia Talent International Full time

    australia australian capital territory contract au$115 - au$120 per annum- **Contract for 12 months + extension**: - **Work from Home arrangements can be negotiated**: - **Australian citizenship minimum requirement** As the **Test Assurance Manager, you will be **responsible for managing and delivering testing services aligned with program objectives....

  • Test Assurance Manager

    5 days ago

    Canberra, Australia Karlka Recruiting Group Full time

    12 month contract - Federal Government Agency - Canberra Location **About the company** Karlka Recruiting Group has partnered with a **Federal Government Agency** to engage an Test Assurance Manager.** **This position is located in their busy Canberra office for an initial** 12 month contract.** **About the Position** The Test Assurance Manager is...

  • Test Analyst

    23 hours ago

    Canberra, Australia HiTech Personnel Full time

    **Reference #**: - JF/DS0070**Title**: - Test Analyst - Oracle/Restful/Agile - State Govt**Category**: - ICT**Location**: - ACT**Work Type**: - Contract**Remuneration**: - $Neg**Term**: - 10 Months**Description**: - **Exciting State Government Department!**: - **lucrative hourly rates!!**: - **Hybrid work arrangements!** One of Australia’s...