Service Improvement Analyst
Core
Monitor and report on the quality of processes, procedures, data, and information to ensure smooth service delivery for clients, including the Northern Territory Government.
Role type
Service Improvement Analyst (IT Operations)
Builds
Service delivery quality and compliance for government and enterprise clients
Domain
IT Service Management (ITSM) / Government Services
Deliverable
dashboards & analysis
Required skills
ITIL process knowledge, Quality Assurance methodology, Microsoft Excel proficiency, KPI monitoring, Service Level Agreement (SLA) analysis, internal auditing, process gap identification, stakeholder liaison
Preferred skills
Experience with Outsourced Service Providers (OSPs), proactive problem solving, documentation management
Responsibilities
Conduct internal audits for ITIL compliance, produce operational and contractual reports, analyze Service Levels and ticket trends, manage QA across accounts, review aged tickets, engage with end-users on service concerns, make service improvement recommendations
Seniority
Mid-level, hands-on IC