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Form of workThe purpose of this position is to provide analyst services to develop requirements, identify improvements, and recommend implementations to streamline and mature the ITSM framework and associated ICT performance reporting.
The position will establish effective relationships with stakeholders across IS to ensure the efficient data collection and analysis with an emphasis on process improvement and responsive service delivery.
Key responsibilities of the Senior Business Analyst role include:
- Refinement of the ICT performance framework including process for regular performance reporting and the principles to maximise the value of the reporting.
- Capture and development of requirements to enhance how ITSM data is used to support reporting and automation improvements.
- Provide expertise and guidance with recommendations to transform processes and improve the capture of performance metrics from multiple ICT system sources.
- Review and refinement of existing KPIs (SLAs) to align the best practice/ITIL standards.
- Provide expertise and guidance to the Data Solutions and Service Now Administration teams to assess and prioritise improvements including recommendations for best practice processes and service performance reporting.
- Collaborating with staff across IS to produce clear, unambiguous documentation.
- Provide timely, strategic and expert advice regarding system requirements, information requirements, business improvements, scope management and risks.
- Evaluate initiative impacts and change alternatives with particular emphasis on risk minimisation, business continuity and maintaining an efficient, cost effective and responsive service delivery environment.
If you are interested in this role, please contact Gabriela Leal at *************@mtr.com.au
