IT Service Delivery Analyst - ITSM / ITIL
IT Service Delivery Analyst - ITSM / ITIL
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Principal Consultant at Balance Recruitment | Hiring Technology Professionals
** Outstanding initial 12 month fixed term opportunity based in Western Sydney **
The IT Service Delivery Analyst role is to support the development of IT service management (ITSM) policies and procedures while contributing to the day-to-day administration of operational processes. This role plays a key part in ensuring efficient, reliable, and compliant IT service delivery across the business, focusing on core ITSM areas including incident, problem, change, asset, and SLA management.
Specific responsibilities include:
* Develop and Maintain ITSM Processes:
* Assist in creating and improving IT service management policies and procedures based on ITIL best practices.
* Support Operational Service Delivery:
* Administer and track daily IT service activities, ensuring efficient handling of service requests and operational tasks.
* Manage Incidents and Problems:
* Coordinate incident resolution and assist in root cause analysis to minimise downtime and recurring issues.
* Facilitate Change and Asset Management:
* Support the change process lifecycle and ensure accurate tracking of IT assets and configuration items.
* Monitor SLAs and Reporting:
* Track service performance metrics, generate reports, and work with teams to improve service levels and customer satisfaction.
Key Responsibilities:
* Policy & Procedure Development
* Assist in designing, maintaining, and improving IT service management policies, processes, and documentation based on ITIL best practices.
* Collaborate with stakeholders to ensure service processes align with organisational needs and compliance requirements.
* Operational Support & Administration
* Support daily IT operations by helping to coordinate and track service requests, incidents, changes, and problems across IT teams.
* Maintain accurate records within the ITSM platform, ensuring timely resolution and closure of tickets.
* Incident & Problem Management
* Monitor, triage, and escalate incidents, ensuring they are resolved within agreed SLAs.
* Assist in root cause analysis and problem resolution to reduce recurring issues and improve system stability.
* Change Management
* Support the change enablement process by coordinating change requests, ensuring proper documentation, risk assessment, approvals, and post-change reviews.
* Asset & Configuration Management
* Maintain accurate asset and configuration item (CI) records, tracking the lifecycle of IT assets and supporting compliance with asset policies.
* SLA & Performance Reporting
* Monitor service performance against SLAs and KPIs, producing regular reports to identify trends, bottlenecks, and areas for improvement.
* Work with service owners to improve service levels and customer satisfaction.
Qualifications:
* Bachelor's degree in Information Technology, Computer Science, Business Systems, or a related field (or equivalent work experience).
* 2+ years of experience in IT operations or IT service delivery roles.
* Working knowledge of ITIL practices and ITSM frameworks.
* Experience with ITSM tools (e.g., Zendesk, ServiceNow, Jira Service Management).
* Strong documentation, coordination, and communication skills.
* Analytical mindset with attention to process improvement and operational efficiency.
If you have proven ITSM/ITIL skills and fit this profile, please click on the Apply Tab
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Transportation, Logistics, Supply Chain and Storage
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