Senior Service Management Analyst - Insurance and Superannuation

• Company

  Commonwealth Bank

• Location

  Australia-Sydney

• Remuneration

  Competitive

• Position Type

  Permanent

• Employment type

  Full time

• Updated

  08-Nov-2013

• eFC Ref no

  1304574

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What is the role? The Senior Service Management Delivery Analyst is responsible for interfacing between the team, its customers and technology partners on behalf of the relevant portfolio to maintain system stability through the

What is the role?

The Senior Service Management Delivery Analyst is responsible for interfacing between the team, its customers and technology partners on behalf of the relevant portfolio to maintain system stability through the execution of good Service Management practises

What do the team do?

The Service Management Delivery team establish and maintain strong working relationships with Sponsors, Business unit Heads (Customers) and Enterprise Services Process Owners, while continually improving the delivery of Service Management services to its customer.

What will you be responsible for?

• Maintaining system stability through the execution of good Service Management practises.
• Negotiating, agreeing, monitoring and reporting on service levels for standard services inclusive of request fulfilment
• Governing and driving improvements of the ITIL support and delivery processes.
• Understand current and target architecture and contribute to the transition from current to desired state
• Maintain Service Management records
• Produce reports and statistics relating to performance of Service Management processes
• Analyse operational issues and recommend changes and improvement to Service Management processes
• Participate in customer, IT and process meetings
• Ensure approved changes are made outside of business hours and will not impact the business
• Drive end to end resolution of escalated issues from internal clients
• Approve/deny changes on behalf of the Business
• Ensure Service Continuity objectives meet business requirements and provide support to confirm these requirements are met and tested as required
• Capture and maintain Configuration Items (CI) through use of MyService and CMDB templates
• Review and input of documentation as required.

What will your duties be?

• Build and maintain strong relationships with -Customers, Strategic technology partners and Suppliers
• Coordinatethe Service Review/Improvement process; planning, organizing and facilitating recurring meetings
• Work with project Managers and Solution delivery managers to understand the SLM requirements for proposed new services
• Creating Capacity and Availability plans
• Analyse, review and report performance results against the criteria established in SLAs for problem closure
• Plan resources and work allocations in order to meet the business requirements and SLA's in a timely manner.
• Governance of standards and participation in Service Support functions - Incident, Major Incident, Problem, Change, Release, Request Fulfilment, Configuration Management, Service Level Monitoring, Availability and Capacity.

What experience should you have?

• Extensive experience in an IT Delivery type role in complex high availability environments particularly the Insurance and Superannuation domains
• In depth ITIL process experience covering Change, Governance, Capacity and Availability
• Good understanding of project administration tasks such as financial management and status reporting
• ITIL certification essential with proven experience working in an ITIL framework
• Strong communication, presentation and stakeholder management skills

If this sounds like you then please apply now and we'll be in touch to discuss

Advertised:

8 Nov 2013 Aus. Eastern Standard Time

• Apply online