IT Service Management - Melbourne, Australia - Halcyon Knights - LogicMelon

Halcyon Knights - LogicMelon

Verified Company

Melbourne, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Fed Gov - aviation sector

Melbourne Airport + WFH (hybrid)
Australian Citizens eligible for a Security Clearance

ITSM Reporting Specialist

Fed Gov aviation sector
Melbourne Airport + WFH (hybrid)
Australian Citizens eligible for a Security Clearance

The Opportunity:

As the ITSM Reporting Specialist, you will review and analyse current reporting requirements and capabilities, then develop and implement a roadmap to uplift reporting practices across Support Services.

This includes simplifying, automating, and improving reporting practices, the use of reporting tools and data analytics, to provide actionable insights on service performance.

This role will develop performance metrics and an executive-level service performance scorecard, improving both the accuracy and quality of information presented to better inform decision-making.

Position Specific:

Establish requirements and conduct analysis of current reporting capabilities, then develop a capability uplift plan for Service reporting
Design and develop intuitive and high value dashboards and reports relating to IT Service Management and Service Performance reporting
Delivery and interpretation of highquality insights through use of modern reporting methodologies
Work with business stakeholders, peers, leaders, and technical specialists to uplift reporting capability in support of corporate and strategic objectives
Determine bestfit reporting metrics across multiple disparate
Streamline manual processes and automate reporting methodologies
Ensure that data analysis and reporting is consistent and accurate across Support Services and the Value Chain

Skills, Competencies and Qualifications:

Experience in reporting and analytics of IT services under an ITIL framework including incident, problem change, availability, configuration, and service desk
Experience with contemporary reporting tools, (including but not limited to PowerBI, ServiceNow Analytics and Cognos)
Experience in analysis and development of service reports in a complex IT/OT environment with multiple management frameworks
Established capability and proven experience with data analytics and service delivery performance reporting in a fastmoving operational environment
Experience and results in research, analysis, reporting in a complex, operational, and geographically dispersed organisation
Ability to dissect and understand complex business processes to provide robust and accurate reporting
A high level of computer literacy skills and experience information management systems
Strong understanding of and experience with IT Service Management toolsets
5+ years in an ITSMled Service Operations environment

Eligibility: