Service Management Analyst 1 Location: Canberra, ACT, Australia Time Type: Full Time Posted: 2 Days Ago What success looks like in this role: 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: Work with Field Service to perform end-to-end Asset Management.
Work within the Unisys Home Affairs Asset Management Team to support Home Affairs managing both the Low and High side requirements.
Ensure effective communication and coordination of problem-solving efforts between support teams, account teams, field services and Home Affairs staff.
Collaborate with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
Present operations reports as required by the contract.
Facilitate Unisys standard processes for ITIL core functions for Asset Management.
Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness.
Identify, assess and address process deficiencies, ensuring common understanding of process intention and operation.
Work closely with the Service Management Manager and Client Delivery Executive to identify continual improvements.
Be a point of contact for process-related questions or issues and facilitate process-related meetings.
You will be successful in this role if you have: Bachelor's Degree and a minimum of 2 years of relevant experience with IT service management, service delivery operations, incident management or change management.
Applicants must be an Australian Citizen and must hold an active NV1 clearance.
Candidates have to be based in Canberra.
Role requires the candidate to be working at the client site in Canberra.
Basic understanding of ITIL V3 processes and principles.
IT services background in federal/government/public sector is advantageous.
ITIL framework knowledge is key.
ITIL 4 certified (minimum Foundation) is good to have.
BMC Remedy environment exposure/experience is good to have.
Strong verbal and written communication skills.
Strong stakeholder management skills.
Solid ability to create and document processes.
Unisys has been awarded an exciting new opportunity to support a large Federal Government department.
Please click on the 'Apply Now' button below to submit your application to be part of our Winning Culture.
Unisys is an equal opportunity employer and fosters an inclusive culture that embraces differences and diversity.
We welcome applications from all sections of society.
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