Service Management Analyst

Company DescriptionForward with Cuscal At Cuscal, we’re not just shaping the future of payments - we’re pioneering it. From launching Australia’s first ATM to being the first certified NPP PayTo Payer and Initiator in 2022, we’ve spent over 59 years building solutions that millions of Australians rely on every day. Now, we’re preparing for what’s next, and we want you to be part of it. Join us as a Service Management Analyst in our Service Delivery team and help us deliver ground-breaking solutions that push the boundaries of what’s possible.

Job DescriptionYour Opportunity We’re looking for a Service Management Analyst to join our Service Delivery team. In this role, you’ll leverage your technical skills to develop, maintain, and support innovative solutions that solve real-world challenges in the payments industry. From designing and building scalable systems to ensuring seamless integration with key technologies, your work will directly impact millions of users. You’ll also make an impact by: In this role you will be responsible for the following:

Generating statistical, meaningful, actionable and consumable quality data, as well as regular scorecard generation exposing core KPIs around network quality, trend analysis, metric design and monitoringWorking with technology teams to gather post implementation reviewsContributing to process enhancement opportunities based on ITSM (IT Service Management) best practices and/or industry standards Identify IT Service needs and opportunities based on service performance, metrics, operational issues or emerging unmet needsMaintaining the Service Catalogue and Configuration Management DatabaseMaintaining the ITSM tool, collaborating with IT and business groups to ensure a high degree of usability and system accuracyQualificationsWhat you’ll bring To succeed in this role, you’ll have:

Minimum 1-2 years of experience in a similar roleProven ability to develop data centric solutions using appropriate tooling (e. g. Power BI, PowerApps, Python, SQL, Advanced Excel, VBA)An understanding of ITIL processes and functions particularly those related to Service ManagementExperience maintaining and configuring ITSM tools such as Atlassian Jira Service Management, MS Service Manager, Service Now or BMC Helix ITSMExperience working with trend analysis, metric design and monitoring and cross-group project experiencesExperience with broad range of stakeholder management and the ability to collaborate across diverse teamsExperience in managing multiple tasks in a dynamic environment.

Proven attention to detailStrong verbal and written communication skillsDemonstrated experience in applying critical thinking so solve complex problems. Additional InformationWhy Cuscal? At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all. Here, you’ll deliver or support interesting, ground-breaking work that has real impact - on Australia’s financial services sector and the millions of customers it serves. You’ll innovate alongside skilled, smart, connected teams. And you’ll build an impressive, fulfilling career that continues to grow.

You’ll also enjoy a range of benefits, including: Work in a hybrid model that supports your lifestyle and goals We celebrate success: Our IGNITE program recognises individual and team achievements. Wellbeing focus: We support your physical, mental, and financial health with holistic initiatives and access to discounts via ‘Cuscal Advantage. ’ Join us and reimagine the future If this role excites you, we’d love to explore your potential and vision for the future. Screening and interviews may occur before the job ad closing date, so don’t wait - apply now.

For further information about this role please contact careers@cuscal. com. auCuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal. Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms.