Service Management Analyst

2 days ago

Auckland City, New Zealand DDS IT Full time

**Introduction**:
Here is a great opportunity to make a big difference and help drive efficiency in the Service Management landscape.

This is a 3-month contract role with the possibility to extend given the years of work in the pipeline.

About DDS IT

Our culture starts and ends with our people.

We are a successful IT Services business with an eye on the future, having grown to 100+ staff across Auckland, Wellington, Hamilton and Christchurch. Our culture starts and ends with our people. We are a growing people-centric team who work with Passion, Energy and Heart to deliver incredible customer experiences. We operate with flexibility and have created a friendly, caring and family feel workplace. You bring your best self to work to fulfil your potential and enable our Vision of connecting people and technology to improve the everyday life of New Zealanders.

At DDS IT we are big enough to partner with some of New Zealand’s leading Enterprise companies. But we’re small enough that any one of our clients can pick up the phone and talk to any one of our leadership team. Our size allows easy access to key stakeholders and resources helping remove barriers to create a collaborative environment for share valuable knowledge.

We're growing and truly walk the talk of our values aiming to positively impact individuals both professionally and personally. Our drive for excellence and willingness to go to the ends of the earth for clients has created rapid growth and a loyal customer base.

Our Mission is to become our customers trusted service provider. We believe we will achieve this through increasing the productivity of organisations, through the intelligent use of our products, services, and insights day in and day out.

**Description**:
**A bit about the role**:

- As part of the Service Management team, the Service Management Analyst will act in support of all Service Management practice leads.
- You will analyse existing processes and provide input to improve efficiency and effectiveness.
- You’ll help to continuously refine existing or implement new Service Management processes to best fit the client needs, including aligning processes to Agile and DevOps delivery methodologies.
- You’ll collaborate with people from across the technology teams and business units to ensure scheduled changes and unscheduled outages are known by the right people at the right time.
- You’ll assist in ensuring priority incidents and problems are tracked and resolved by the relevant teams within agreed SLA.

**Skills and Experiences**:
**A bit about you**:
You will hold ITIL V3 or V4 Foundation certification as a minimum; further qualification in the areas of Project Management or Business Analysis would be advantageous.
You’ll have experience working in Service Management or IT Operational roles, with good experience and understanding of IT (including Applications, Infrastructure environments and Service Desk) preferably acquired in a large and complex organisation.
You’ll have a diverse skillset, including an analytical approach, a problem-solving mindset and business change skills.
Practical experience working with ITSM tools is essential, preferably strong working knowledge of ServiceNow.
Strong stakeholder engagement ability.
Strong communication, written and oral including presentation skills.

**Talk to us NOW**:
People are at the heart of DDS IT. Excellent culture with a caring and family feel. Now is a once in a lifetime opportunity to join the DDS IT Professional Services family.

At DDS IT, we strive for excellent HR and Recruitment and Selection standards. We are proud to be an Equal Opportunities Employer (EOE) and believe that diversity within the workplace is an essential element to our success.

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