Overview
Quality Analyst – ServiceNow Jobs in Brisbane, Queensland, Australia at CareCone Group
Title: Quality Analyst – ServiceNow
Company: CareCone Group
Location: Brisbane, Queensland, Australia
Title: Quality Analyst
Location: Brisbane
Permanent Role.
Job Description:
1. Training & Knowledge Management
- Curate Knowledge: Manage the technology lifecycle and process documentation.
- Team Development: Ability to train a service-oriented team to deliver on business-aligned priorities.
- Technical Change Support: Proven ability to train and support others through technical transitions and drive continual improvement.
- Specific Training Experience: Prior experience in Service Desk Training is highly desired.
2. Quality Assurance & Service Excellence
- Quality Frameworks: Direct experience in Quality Assurance within a service environment.
- Customer Focus: Demonstrate a strong understanding of quality customer service approaches.
- Critical Operations: Experience in training and QA within 24/7 critical systems and services environments.
- Performance Standards: Use knowledge of information systems to ensure target Service Level Objectives (SLOs) are met.
3. ITSM & Process Frameworks
- ITIL Mastery: Demonstrated understanding of ITIL practices, specifically incident and request management.
- System Knowledge: Direct experience in ITSM (IT Service Management) and associated delivery methods.
- Agile Delivery: Experience working in an Agile environment using Jira.
4. Technical & Domain Expertise
- End User Computing (EUC): Functional and technical knowledge of EUC services and how they are consumed in a large-scale enterprise.
- Infrastructure & Apps: Understanding of applications and infrastructure landscapes, specifically for delivering responsive support.
- Device Management: Knowledge of mobile device management (MDM) platforms, specifically Microsoft Intune.
- Industry Context: Previous Airline industry experience and knowledge of VA internal business structures (Preferred).
5. Soft Skills & Qualifications
- Communication: Excellent document creation, presentation, and written/verbal communication skills.
- Interpersonal: Strong interpersonal skills with the ability to prioritise tasks effectively.
- Proactive Mindset: Demonstrated initiative and a proactive approach to problem-solving.
- Education/Certification:
- Relevant degree or equivalent experience in service delivery.
- ITIL Intermediate Level Certification (Preferred).
- Certification in customer service or interpersonal skills (Preferred).
Interested Candidates can share their CVs at "[email protected]"
