Service Transition Analyst

Service Transition Analyst - NSW Government
Location: Eveleigh, Inner Sydney, with great WFH flexibility
Rate: $900 per day + Super
Contract Length: 6 months with probable extension
Note: Must have demonstrated experience in Service Management/Service Transition Management in a Managed Service Environment.

We are currently seeking an experienced Service Transition Analyst for our NSW Government client who will be responsible for the management of changes to IT Services, ensuring effective controls are in place to reduce of risk to the availability, performance, security and compliance of the business services impacted by any changes.

Day to day the role will include conducting service design activities across a major project and other initiatives ensuring that the support model and other considerations are costed, funded, approved and in place as part of the delivery.

This is a hands-on Service Transition Analyst role, that will support applications transitioning from project mode into operational mode. We are looking for someone who can 'hit the road running' and liaise with project teams, operational teams and project stakeholders when developing the operational models for new projects.

The ideal candidate is the one who wants to contribute to the Departments culture of operational excellence and customer focus. They need to have a passion for technology, excellent communication skills and the ability to thrive in a fast paced environment.

Keys To Role:

• Demonstrated experience in a Service Management/Service Transition Management role.
• Previous experience in a Managed Services environment
• Understanding of standard ITIL processes including Service Transition, CSI, Incident, Request Knowledge & Problem Management.
• Excellent written and verbal communication skills.
• Outstanding analysis and problem solving skills.
• Ability to inspire co-operation and co-ordinate activities across teams

Responsibilities:

• The Service Delivery Analyst (Transition) is responsible for the management of changes to IT Services, ensuring effective controls are in place to reduce of risk to the availability, performance, security and compliance of the business services impacted by the change.
• Governance of the processes, systems and functions to package, build, test and deploy changes and updates (which are bounded as "releases') into a live environment, establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community.
• The role will include conducting service design activities across projects and other initiatives ensuring that the support model and other considerations are costed, funded, approved and in place as part of the delivery.
• Experience implementing a Service Design model or Service Portfolio.
• Demonstrated translation of business functions into an IT offering or capability.
• Service mapping in line with a defined Configuration Management model.

Skills and Capabilities:

• Strong knowledge, understanding and experience including but not limited to - Service Transition principles and methodology.
• Solid operational understanding and technical knowledge of multiple standards and tools; ITIL preferably V3.
• Experience in process ownership and delivering process functions
• Proven ability to influence cross-functional teams without formal authority
• Experience and competence in chairing meetings
• Familiarity with Project Management Approaches and the project delivery life cycle
• Familiarity with the SDLC (Service Delivery Life Cycle)
• Proven and demonstrable project management skills
• Educated to degree level of external industry experience