It Service Analyst

We're not just another workplace; we're a team of like-minded people striving to make a real difference to the lives of as many Kiwis as we can.Trust is what makes us who we are.
We're passionate and committed to doing the right thing by caring for each other, our customers, and our communities.
We know you're brimming with potential, and so are we.
Let's continue our journey together.Due to a staff leaving, we have an opening in our Service Delivery team for an experienced IT Service Analyst.
As a valued member of the team, you will report to our Service Delivery Manager and be responsible for tracking and supporting all IT-related incidents, IT breaches, and SLAs.Working with the Service Delivery Team, you will establish and monitor services, maintain the service catalogue, and track IT-related changes across the business using JIRA JSM.
You will provide a level of customer service that meets AAIL values and aligns with AAIL's strategy and organizational alignment model.
A typical week will include:Monitoring IT service levels, IT incidents, and IT changes across the businessWorking with the IT Service Delivery Team to communicate and resolve IT incidents affecting the businessIdentifying IT-related problems, risks, and solutions with the IT Service Delivery Team and wider IT teamsLiaising with leaders, managers, and IT partners to establish effective SLAs and support modelsMaintaining service catalogue and documentation and training processes in ConfluenceUpdating processes and procedures to align with relevant legislation and business changesAssisting with projects and the rollout of technology to the business.A bit about you:Prior experience in a service delivery management role with 5+ years of working experience with ITSM technologiesRelevant industry qualifications and ITIL V3 or V4 as a minimum.Experience using Jira/Service Now service management is an advantage.Previous experience managing critical incidentsGreat communication skills working with internal and external stakeholdersExcellent attention to detailExperience in Asset Management and hardware lifecyclesExposure to BCP practices and planningUnderstanding of DevOps, SecOps, or DevSecOps principles (desirable)Why you'll love working with us:We embrace rewarding our people fairly and competitively through annual salary reviews and recognizing high performance through our incentive schemesWe're committed to making our people's wellbeing a top priority, with benefits such as a $250 annual wellbeing allowance, discounts at Les Mills, Bay Audiology, and Lumino The Dentists, plus volunteer leaveWe offer great discounts on our products and retail partners, like up to 50% off our car, home, and contents insurance, free NZAA membership, as well as a generous $1,500 refer-a-friend bonusWe invest in our people; we have an online learning portal, study leave, and career break options, celebration of service, loyalty, and recognition programsOur culture and care for our people can be seen in our outstanding engagement and tenure.
We believe the most important investment we can make is in you.We have an inclusive and supportive environment and believe every voice matters.
We believe in investing in our people and creating an inclusive space that provides opportunities for all.Do you think you have the passion, collaboration, imagination, and values that match our own?
Advertising closes on 25th April 2025, and we encourage early applications.
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