- Work with the ITSD to progress tickets where additional platform expertise is required to resolve and manage further escalation within the platform L2/L3 teams where necessary.
- Work with ServiceNow's support organisation to raise and progress tickets requiring vendor support team involvement.
- Participate in the review and evaluation of high priority incidents to seek efficiencies and improvements that will underpin key Operations Stability KPIs across the enterprise.
- Contribute to daily platform health monitoring and escalating any issues both within the team and with the vendor.
- Perform trend analysis are agreed performance baselines.
- Develop recommendations for continuous service improvement.
- Assist with the delivery of reports and events to communicate and maintain awareness of the performance of our key processes, including measurement against agreed metrics.
- Identify and conduct support initiatives to improve the execution activities across the enterprise for your assigned area of responsibility.
- Maintain adherence to Westpac's enterprise Service Management policy, processes and tools to ensure consistency and quality of control.
- Participate in ongoing team training to maintain, refresh and establish new support skill sets.
- Two+ years relevant ServiceNow experience.
- Hands-on experience with Application Support.
- ServiceNow CSA certification will be highly regarded.
- ServiceNow application, implementation or developer certifications would be advantageous.
- ITIL V4 certification.
- Experience working with the financial service industry is desirable.
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Senior Support Analyst - Sydney, Australia - Westpac Group
Description
How will I help?
An Exciting opportunity is available for a Senior Support Analyst to join the Technology, Infrastructure and Service Management team in Group Technology. You will work as part of a team supporting Westpac's ServiceNow platform, ensuring all agreed service and performance targets are being achieved, and delighting our customers.
This position will be supporting a wide variety of capabilities including Incident, Problem, Change, Event, Availability, Capacity, Configuration, Asset, Service Desk, Risk Management, Vulnerability Management. You will also support the platform SOM (Service Operations Manager) to ensure all reporting, governance and technical administration tasks are complete as required.
Your key responsibilities include:
What's in it for me?
You'll play a significant part of the future of a business that has been around for 200 years. Our purpose is of creating better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements.
What do I need?
What is it like to work there?
We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As well as competitive remuneration and a great culture, joining the Westpac family means you will have access to banking, wealth and insurance benefits. With us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we're proud to have created a culture where people can be their best, in an environment that values diversity and flexibility and one where everyone belongs. #LI - Hybrid.
How do I apply?
Start here. Just click on the APPLY button.
At Westpac we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces, branches, products and services for our customers, employees, and community. This role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call Option 2.3 or email
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Senior Support Analyst professionals in Sydney
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Harish Anand Omkar
IT grad, Instrumentation Engg | Manager- Retail