Senior ITSM Process Analyst

About the job
The Senior ITSM Process Analyst sits within the IT Service and Quality Management team and is responsible for providing experience-based knowledge on Service Delivery processes in alignment with the IT Service Management framework. Under broad direction from the ITSM Manager, you will develop, establish and maintain ITSM processes to optimise the efficiency and effectiveness of IT services delivered to the customers of Swinburne IT including but not limited to Incident Management, Major Incident, Problem Management, Change Management, Process Governance and Reporting.

Your vast and varied experience will be crucial to this role as you will be responsible for analysing current processes and procedures, identifying gaps, and proposing solutions to address deficiencies. The role will also form part of the governance function that oversees the effectiveness of ITSM processes, identifying opportunities for improvement. The ideal candidate will have experience in a multitude of IT functions and be able to identify and champion the benefits of process changes.

About Swinburne
Swinburne is a progressive university that aims to increase Australia’s capacity in science, technology and innovation as the drivers of modern, internationalised economies and workplaces. Our university is focused on high-impact global research, high-quality teaching and active engagement with both industry and the community.

About you
To be successful in the role, you will have:

• A postgraduate level qualification in information technology, information systems, or equivalent; or extensive experience or; an equivalent combination of relevant experience and/or education/training.
• Relevant industry certification, such as ITIL Foundation
• Demonstrated experience in Incident Management, Major Incident, Change Management, Problem Management, and Process Goverance and reporting.

A full list of the selection criteria is available within the position description

Benefits

• Participate in regular staff and management development programs
• Hawthorn Aquatic and Leisure Centre (HALC) discounted memberships
• Discounted annual Myki cards are available to Swinburne staff

Discover more discounts when you start at Swinburne. Receive movie tickets and staff membership options at the Swinburne bookshop. There's news subscriptions and computer and software discounts on offer.

Further information and how to apply
The diverse culture within Swinburne is a source of strength. We are proud to be recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2018 and of key initiatives such as our Pride@Swinburne Strategic Action Plan and our Reconciliation Action Plan which are integral components of our 2025 vision to be world class university creating social and economic impact through science, technology and innovation. Swinburne has also received the Victorian “High Commendation” Multicultural Excellence Award (Business Category).

To view the position description or to start an application click on 'apply' at the bottom of this page and submit a resume and cover letter.

For further information about the position, please contact Brian Lee, ITSM Manager on 03 9214 4580 or via email brianlee@swin.edu.au.

If you are experiencing technical difficulties with your application, please contact the Recruitment team on staffrecruitment@swin.edu.au

Should you require further support for an interview due to special needs or consideration, please contact our Diversity Consultant, Dr. Walter Robles, on inclusion@swin.edu.au. For support or queries related to Aboriginal and Torres Strait Islander employment, please contact DeadlyCareers@swin.edu.au.

Applications close at 5pm, Friday 24 May 2019

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