Primary Details

Time Type: Full timeWorker Type: EmployeeTo undertake and support the execution of primarily one or more ITIL service management processes within the ITSM lifecycle, e.g. Incident, Problem, Major Incident, Change, Configuration Management.• The IT Service Delivery Analyst will work as an extension of the Service Desk team to delight the business. To achieve this the analyst will work closely with our wider operations team to provide the best employee experience whilst at the same time promoting best practice across the IT organisation. Ownership is key in this role and it is important for the successful candidate to #OwnItNow by ensuring our business users are getting timely responses to any tickets they log, looking at the end to end journey and driving through action where necessary.The successful candidate should be passionate about good service and confident in their mission to promote best practice. They should be able to manage customer expectations to ensure priority tickets are being managed effectively. Service Improvement should be at the forefront of their mind to streamline processes, increasing efficiency within teams as well as identifying opportunities for automation.This role supports the wider IT Asset Management function and more specifically the Software Asset Management team with ensuring a high quality, proactive and supportive service is provided to all parties across QBE. The aim of the team is to enable users of software across QBE to be productive by helping them gain access to the tools they need to fulfil their own work duties. The role requires excellent customer service and risk management without compromising cost and budget in providing software assets to the business so they can operate and function as needed.

• Work with the IT Service Managers, the IT Service Team Leaders and relevant Global Process Owners to translate ITSM objectives and plans into actions that maximise productivity and performance, contributing to the successful operation of IT within QBE
•Input to team and own objectives to ensure they reflect operational service delivery priorities and best practice
•Provide information to support definition, and implementation of plans, controls and appropriate MI to manage the ITSM, related third party suppliers, and services under management
•Provide information to help identify service improvement activities as part of the Continuous Service Improvement Plan
•Contribute to wider IT strategy through providing relevant information which supports decision and action.
•Maintain an awareness of relevant technical and legislative changes
•Contribute to the development and refinement of the ITSM processes ensuring integration with other relevant processes and functions in line with best practice (ITIL v3)
•Support the embedding, and work in line with, the ITSM processes and controls / MI to manage and evidence effectiveness of the processes
•Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (eg CMDB for configuration & asset management)
•Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers)
•Ensuring that all ITSM activities are conducted in line with established policies (eg information security, risk)
•Support continuous improvement through the creation and management of a Continuous Service Improvement Plan for the ITSM
•Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure service delivery meets current and future business needs, managing customer expectations as necessary.
•Support development of a proactive, service-orientated culture within own team, wider IT, and third-party supplier teams
•Promote and act as a role model for ITSM processes to ensure both understanding and value with key stakeholders and the wider organisation
•Ensure all communication is concise, relevant, and appropriate to key stakeholders to advise of service and supplier performance so informed decisions can be made
•Positively promote the department and company as a whole, in order to maximise brand leverage and develop team profile
•The role holder may undertake, or support, the execution of one or more of the processes below.
•Major Incident Management
•Management of support teams, and suppliers, and necessary escalations to resolve major incidents
•Developing and maintaining accurate incident information to enable effective decision making and action (eg timeline, action log)
•Clear, timely, and accurate communications to all key parties throughout each Major Incident being managed
•Conducting Major Incident Reviews where required
•Problem Management
•Management, and supporting management, of re-active problems, and undertake analysis to support pro-active problem management
•Management of support teams, and suppliers, and necessary escalations to identify and resolve root cause
•Developing and maintaining accurate problem related information to enable effective decision making and action
•Clear, timely, and accurate communications to all key parties for all problems under management
•Change Management
•Supporting the management of the Forward Schedule of Change (including all IT change, maintenance and release windows, and critical business periods)
•Supporting the management, administration, and running of CAB (as final gating)
•Managing, and supporting resolution, of scheduling conflicts and escalations
•Conducting, and supporting, Change Implementation Reviews where required
•Service Introduction
•Ensuring adherence to the SI process as defined in the Project Management Framework (PMF)
•Supporting the Project Managers; helping them to understand the SI components of the PMF
•Working with the GPO to ensure the process remains fit for purpose
•Asset and Configuration Management
•Effectively communicate asset management strategies to IT leadership and stakeholders on a timely and recurring schedule; generate, distribute, and review relevant asset management reports
•Provide subject-matter expertise on formulation of actionable strategies to optimize and implement the tools necessary to ensure that all IT inventory is documented accurately
•Explore opportunities and make recommendations for maximizing or exploiting unused or partially used IT assets to achieve full utilization; identify opportunities for volume purchasing to obtain price breaks
•Support the definition of CMS and level of information stored within CMDB
•Management of support teams, and suppliers, and necessary escalations to maintain an accurate asset inventory (CIs), and the relationships between them
•Contribute to the management of the CMDB and reporting of all CI exceptions and data discrepancies
•Liaising with the ACN Intelligent Command Centre to ensure alerts are addressed in a timely manner
•Dynatrace tool maintenance, housekeeping, license monitoring (
•*this includes cleaning up duplicate management zones, removing unused synthetic alerts, deleting expired Maintenance Windows, updating old configurations)
•Investigating and providing timelines, forensic evidence, and alert monitoring improvements/recommendations on Problem Tickets created from Major Incidents as part of the PIR process
•Monitoring and reporting of the statuses of Azure VM backups and Azure Services and join Daily Ops Calls to provide status of Azure Services
•Manage backlog of outstanding Incident and Service Requests, including aged tickets. Work with service partners and internal teams to monitor ticket volumes and identify problem areas that need addressing through the creation of service improvement plans where necessary.
•Monitoring of SLA/Target performance and breaches.
•Providing regular MI to key stakeholders, with particular emphasis on customer focussed metrics to ensure we are able to establish the customer perception.
•Identifying unassigned tickets and ensuring timely management of these.
•Performing QA checks of all tickets and feeding back to team managers, ensuring compliance with any existing best practice guides.
•Managing uncategorized tickets and working with the Service Desk to address.
•Monitor bouncing tickets, identifying gaps in the support model and tracking issues with a plan to resolve.
•QA checks of tickets in pending, ensuring reasons given are appropriate.
•Monitor top business users of IT and engage with them to understand their issues and how IT can better help.
•Review and monitor customer satisfaction survey responses, providing analysis and trending MI to key stakeholders whilst feeding in and managing improvement plans as a result. Contact customer where necessary particularly for dissatisfied responses.
•Management of customer escalations.
•Co-ordination and creation (where necessary) of service improvement plans, consolidating and ensuring priorities are set appropriately.
•Build and maintain relationships with stakeholders within the IT organisation.
•Identify requirements for customer facing knowledge and, in some cases, produce knowledge articles, to reduce contacts to the Service Desk.
•Promote the IT Service Management problem management policy and process, working with Problem Managers to ensure incident trends are being captured as Problem records.
•Be the first line of support for all software related queries and tickets e.g., requests and incidents, that come in via QBEs chosen support portal e.g., ServiceNow.
•Manage the team’s mailbox so that end user expectations are managed correctly.
•Respond to all tickets in the team’s queue in a timely manner whilst ensuring communications are professional, clear, and informative.
•Provide timely coaching and feedback to ensure quality of work of new team members.
•Handle day to day interactions with key stakeholders across QBE.
•Build and increase relationships with customers by providing excellent service and developing insights into customer needs and wants. This also includes developing an understanding of what the customers do and how it impacts QBE.
•Flag any concerns around new Software being requested by users or discovered as in use in QBE to senior members of the team.
•Help with the introduction of new Software by supporting customers through the request process or handling it for them by requesting the required approvals to bring it onboard/ under support.
•Check the teams’ weekly reports and take action to correct internal records to ensure QBE remains in a good and healthy position around license entitlement vs. consumption.
•Conduct both ad hoc and scheduled Software audits to ensure our license position remains compliant; and where not possible, escalate/ highlight this to a senior member of the team.
•Support with the day-to-day management of the team’s software database by using the chosen platform to ensure records are accurate, usable, and audited to ensure Data Integrity.
•Document all procedures and processes in the teams chosen document management system; to ensure knowledge is shared and documents are available when needed for audit.
•Learn about the QBE software estate by investing time and effort to understand what we do and how we do it.
•Ensure all compulsory training is completed in time.
•Contributing to a diverse and positive team culture; whilst being inclusive and understanding of others not only in the team, but within QBE.
•Keep track of software usage patterns to detect instances of underutilization, suggesting potential cost-saving opportunities.

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Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.