About Our ClientOur client is a leading infrastructure solutions provider based in Melbourne's CBD. They pride themselves on flexibility in the workplace and offer a hybrid working model.
Job DescriptionKey Responsibilities:Identity Management Review:
- Conduct a comprehensive review of our current identity estate, focusing on documentation, processes, and stakeholder engagement.
- Collaborate with key stakeholders across IT to understand existing systems and processes.
- Produce detailed documentation outlining current identity processes, systems, and interactions.
- Develop process documentation, system diagrams, and present findings to technical and C-level staff.
Service Continuity Management (SCM) Enhancement:
- Evaluate existing SCM processes, which are currently managed through spreadsheets and manual reviews by offshore teams.
- Provide recommendations for process improvements and migration strategies to transition to ServiceNow.
- Work closely with stakeholders to ensure seamless integration and adoption of improved SCM practices.
ITIL Process Taxonomy Enhancement:
- Assess the current categorization system for Service Management tickets (Incident, Change, Problem, Request).
- Identify steps to transition to a more efficient system using CMDB data and improved categorization methods.
- Collaborate with cross-functional teams to implement changes and streamline processes.
Backlog Grooming:
- Refine requirements for items in the ServiceNow development backlog.
- Prioritize backlog items based on business needs and strategic objectives.
- Work closely with stakeholders to ensure alignment and timely delivery of backlog items.
The Successful ApplicantQualifications:- Proven experience as a Business Analyst or similar role, with a focus on technical projects and service management.
- Strong understanding of identity management principles and best practices.
- Familiarity with ITIL processes and ServiceNow platform is highly desirable.
- Excellent communication skills with the ability to engage with technical and non-technical stakeholders.
- Analytical mindset with the ability to identify areas for improvement and drive change initiatives.
- Project management experience is a plus.
What's on OfferIf you're looking for an opportunity to make a significant impact and contribute to the advancement of our organization's service management capabilities, we want to hear from you! Apply now and be part of our journey towards operational excellence and innovation.
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