The Service Management Analyst supports the measurement, assurance, and continual improvement of the ABS IT Service Management function. The role operates across all ITIL-aligned value streams, partnering with the Sr Manager, Service Management to support process design, adherence to defined standards, performance reporting, and continual service improvement.
Requirements
- Support the design, documentation, and rollout of ITIL-aligned service management processes.
- Maintain and update SOPs, process documentation, and user guidance.
- Perform process adherence reviews and track corrective actions.
- Maintain the Service Management Continual Service Improvement (CSI) register.
- Design, produce, and maintain KPI dashboards and performance reporting.
- Produce monthly and quarterly service management reporting for IT leadership.
- Monitor SLA and SLO performance and identify improvement opportunities.
- Support audit preparation activities related to service management processes.
- Assist with service reviews, maturity assessments, and improvement initiatives.
- Support ITSM platform configuration and reporting (Ivanti Neurons).
Benefits
- Medical insurance (PPO and HD)
- Dental and vision insurance
- Health Savings Account (HSA)
- Flexible Savings Account (FSA)
- Life insurance
- Accidental death and dismemberment insurance
- Disability leave programs
- Parental leave program
- Paid holidays
- Paid vacation time
- Employee Assistance Plan (EAP)
- 401K plan with a generous company match