We are currently seeking a Support Analyst to support a federal govenment departments ICT Service Management tool which the department utilises utilise as the self-service interface and integration platform to log calls, set up rules and simulate outages. It is used by business areas to integrate their processes into other business functions.
The Support Analyst will:
Demonstrated experience in administration and configuration of Alemba Service Manager
Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework
Strong understanding of governance and management of Enterprise IT
Experience designing and implementing Enterprise service management workflow
Building User Interface and User Centric Design
Reporting and analytics
Identify areas of process improvement and digitise process/forms where possible
Training of end users
Routine system administration including: manage user accounts, manage support group changes (additions, changes, adding/removing members), provide users with access/roles within the system
Develop and test new calls and workflows including screen design
Provide testing for all new releases
Be responsible for fixing defects when they arise
Engage with the vendor for patches and major updates
Problem solving and troubleshooting
Perform additional tasks and responsibilities, as directed.
If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Matthew Clarke at Clicks IT Recruitment on 02 6202 7716.