Service Improvement Analyst

Exciting news! A fantastic opportunity has opened in our Service Enablement Team for a SET Support Officer. If you're ready to dive into a dynamic environment, this role gives you the perfect platform to flex your skills and grow your career while helping to implement and improve IT Operational and Service Management processes. Join us and be part of a team where innovation meets impact—your next big adventure awaits!

About the role

This position serves as a key support role for various ITIL functions, including Change Management, Problem Management, and Service Improvement (E2E). The role focuses on knowledge management and ensuring process adherence while engaging with customers to meet contract objectives.

The role may also be called on to assist with backfilling key roles during periods of leave.

Key Duties

• Understand and provide assistance to core ITIL functions (such as Incident, Problem, and Change Management), ensuring seamless support across these areas.

• Engage stakeholders to redefine, develop, test and implement solutions and processes that improvement overall service delivery.

• Review and analyse business processes, and re-engineer as needed to enhance efficiency, effectiveness, and usability.

• Undertake timely and accurate documentation of work undertaken providing regular status updates to ITIL function and the Service Enablement Team (SET) Manager.

• Conduct knowledge sharing seasons and upskilling other lines of service on process changes.

• Facilitate internal and external meetings focused on specific ITIL function or aimed at driving process improvements

Skills & Experience

• Knowledge of and/or experience working within an ITIL based environment.

• An understanding of or previously worked with service levels and key performance indicators is highly desirable.

• Strong problem-solving skills to address complex issues and translate ideas into actionable business specifications.

• Proficient in Microsoft Office products, particularly Excel for data analysis and reporting purposes.

• A high level of initiative and self-motivation, with excellent organisational and time management skills to handle multiple tasks simultaneously.

• Proven ability to build relationships and work collaboratively across all levels of the business.

To excel in this role, you will need exceptional communication skills (both written and verbal), along with strong negotiation and presentation abilities. Attention to detail and the ability to quickly establish rapport while maintaining effective working relationships in a complex environment are also essential. 

About NEC

NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support. www.nec.com.au

What’s in it for you!

In return you will find yourself joining an organisation that has pride in our outstanding working environment where you will have the opportunity to be part of a high-performance team. We place great emphasis on our staff satisfaction and have a vigorous professional development program, a fantastic corporate culture and a highly responsive management team. 

Become part of OneNEC. Apply online now!