Service Delivery Analyst

Comprised of highly skilled professionals with diverse backgrounds in IT support and customer service, our team are committed to delivering timely and effective solutions to students, faculty, and staff. With a focus on accessibility, innovation, and empathy, we strive to make a positive difference in every interaction. Our mission is to position Curtin University at the forefront, delivering cutting-edge digital experiences for our students and staff.

If you enjoy technology, transformation, continual innovation, and change, we invite you to join our high performing Digital & Technology Solutions – Campus Technology team.

Your new role
 
Join our team as a Service Delivery Analyst, where you'll lead proactive IT service delivery to ensure peak performance and reliability. You'll implement and optimise ITIL and COBIT frameworks to elevate service standards. This role involves coordinating major incidents, conducting thorough root cause analysis, and implementing effective strategies to prevent issues from recurring. Collaborating closely with our IT Service Desk, DTS Operational and Delivery teams, and stakeholders, you'll drive continuous improvement initiatives for seamless operations and superior service outcomes.
Shape the future of IT service delivery with us, join us in making a meaningful impact for our staff and students!
Key Responsibilities:

• Incident and Problem Management: Oversee the incident lifecycle, diagnose, and resolve issues, conduct root cause analysis, and implement service improvements to enhance reliability and service levels.
• Service Level Monitoring: Maintain and monitor compliance with customer service level agreements (SLAs), recommending adjustments to align with evolving demands.
• Service Delivery Optimisation: Identify, recommend, and track actions to restore and improve service levels, supporting major incident management and escalation processes.
• Change Management: Lead and facilitate Change Advisory Board (CAB) meetings and Emergency Change Advisory Board (ECAB), monitor change requests, ensure adherence to procedures, and contribute to process improvements.
• Reporting and Review: Prepare and present reports on incident, problem, and change management activities, ensuring meaningful insights for continuous improvement.  

• Relevant degree in IT, Computer Science, Business Administration, or a related field, along with relevant certifications such as ITIL Foundation or higher (desirable).
• Demonstrated experience in service delivery or incident management within a complex IT environment, with proficiency in IT service management tools.
• Strong analytical, problem-solving, and technical skills, with the ability to analyse and interpret data to drive service improvement.
• Proficiency in incident and problem management tools and practices, with demonstrable experience in coordinating major incidents and service outages.
• Excellent written and verbal communication skills, with a commitment to high-quality service, continuous improvement, and effective stakeholder engagement.  

• ITIL service management frameworks
• Agile, DevOps, SDLC, Scaled Agile (SAFE), COBIT
• ServiceNow

As this is a permanent position, 

 This position is 

, candidates are expected to either be currently located in Perth, WA, or express a willingness to relocate. Please note: Relocation and sponsorship support will not be provided for this position.

We are an energetic, dedicated team of academics and professionals working together to provide global solutions through quality graduates and innovative research. Curtin is a welcoming space where integrity, respect for one another, courage, excellence, and impact are essential to everyday life. Situated on Whadjuk Nyungar Country, our vibrant campus includes an art gallery, gym, childcare and medical centre, and endless food options including a supermarket.

We encourage applications from Aboriginal and Torres Strait Islander people, people of diverse gender, sex and sexuality, people with disability and people from culturally and linguistically diverse backgrounds.

For more information about our university, please visit www.curtin.edu.au

Join us!

To apply, please provide your CV and a cover letter to allow us to assess your suitability for this role. 

To view a copy of the Position Description, please copy and paste the following link into your web browser.
https://tinyurl.com/ycx8n9b5
Applications close: 1:45PM AWST Thursday 01 August 2024
 
What we offer

• Global Excellence: Curtin University proudly stands among the top one percent of global universities according to the ARWU 2023 rankings.
• Adaptable Work Environment: While our primary office is located at our Bentley Campus, we understand the importance of flexibility in today's work environment. Hybrid working arrangements are provided in accordance with business needs.
• Salary Packaging: Enjoy the perks of a generous superannuation contribution (17%) and customisable salary packaging benefits through Paywise.
• Competitive Leave Entitlements: Experience the added value of 17.5% Leave Loading, with the option to be paid out or taken as additional leave. Benefit from Parental Leave (26 weeks for the primary caregiver), Annual Leave (20 days), Personal Leave (14 days), Curtin University Leave (2 days), Study Leave, and Community Service Leave. Plus, access to Long Service Leave after 7 years of continuous service (65 days/13-week entitlement for full-time staff).
• Career and Development Opportunities: In line with our 2030 Strategic Plan, Curtin is committed to providing an inspiring, rewarding, and meaningful experience for our staff -empowering them to lead, innovate and strive for excellence. We provide staff with career and development opportunities, including access to various online and in-person training and info-sessions.
• Health and Wellness: Our on-campus Medical Centre prioritises Curtin staff and students. Join Curtin's Healthy Lifestyle Program, with up to 2 hours per week of paid time off to engage in University-approved healthy lifestyle activities. Explore Curtin’s wellbeing locations at https://tinyurl.com/mtyf3vad.    

Applicants should note that prior to appointment, any offer of employment is subject to completion of National Police Records checks, and background, integrity, and reference checks to Curtin’s satisfaction. At Curtin, we are committed to being a Child Safe organisation and this position may also require you to have a current Working With Children Check.

 If you have any queries in relation to this application process, please contact our careers team on 08 9266 9000 (option 3,1).
Please note: We are not accepting applications from recruitment agencies at this time.