Service Management Analyst 3Locations: Canberra, ACT, Australia
Time Type: Full time
Posted on: 30+ Days Ago
What success looks like in this role: Our Service Management team plays an essential role in supporting our client's end users and IT ecosystem. This role supports a wider IT support team including Service Desk and Field Services and will be responsible for day-to-day Change and Release coordination in a multi-vendor environment.
Unisys is one of Canberra's leading Service Desk providers, supporting a range of Federal Government clients. We have multiple openings in a new team for proactive, enthusiastic and technically savvy coordinators. Unisys offers industry best practice training, a collaborative work environment, and opportunities for career progression that can propel your career in Information Technology.
Your day will include: Attending and contributing to process-related meetings such as Daily Operations, Change Advisory Board, Problem Review Board.Acting as an escalation path for Service Desk activities and assisting in coordinating and engaging other Service Providers.Maintaining high standards of written and verbal communications.Participating in weekly governance meetings.Creating and executing release plans for Services to the client.Performing routine service management duties, including:Generating and distributing reports and/or providing dashboards for Govt Client/SIAM Integrator.Monitoring Changes for completeness for internal support.Participating in post-implementation reviews.Engaging with internal resources, clients, and/or third-party vendors to manage ESM processes.Adhering to in-scope processes (Service Levels, XLA and/or operational levels) for govt clients and strategic partners.You will be successful in this role if you have: ITIL v4 certification, or ITIL v3 with the ability to obtain ITIL v4.12 months or more experience in Change or Release Management roles.Experience with Knowledge Management, Service Request Management, and Incident and Problem Management (desired but not required).Experience within a multi-vendor environment.Experience working with different levels of stakeholders and clients.Baseline Security Clearance as a minimum and the pre-requisites to obtain higher clearance.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 Baseline clearance.Candidates have to be based in Australia.Role requires the candidate to be working at the client site in Canberra.Should have a basic understanding of ITIL 4 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.ServiceNow 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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