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ITSM Analyst

Job details

Location: NSW - Sydney
Discipline:
Reference: Ad-50795
Posted: 5 months ago

Job description

ITSM Analyst

Key responsibilities

  • Establish process to support operational support onboarding for new and changed processes.
  • Manage the technology asset register.
  • Create process documentation, check lists and templates.
  • Review existing knowledge base and migrate to new platform.
  • Create missing knowledge articles, operational support documents and end user information.
  • Update hardware and software asset register; provide updates to CMDB. Work with MSP to correct / augment information as required.
  • Update hardware and software asset register; provide updates to CMDB. Work with MSP to correct / augment information as required.
  • Document ITSM and Service Desk processes, assist with implementation and compliance management. Handle issues and defects.
  • Assist with service catalogue update, identity management implementation, general documentation and communication material.


Key Skills

  • 5 years of experience in a ITSM support role.
  • ITIL Service Management to cover Service Design, Transition and Operation.
  • Extensive Service Now experience across various modules and reporting.
  • Strong knowledge around Service Readiness Management.
  • Experienced in management of CMDB, Asset DB and associated change management.
  • Knowledge of Microsoft Service Management Capabilities.
  • Knowledge of Microsoft Office Suite – Office 365.
  • Strong documentation and effective business analysis skills.
  • Good, concise communication skills (written, verbal).


 

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