Job Description
Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the Role (your why)
Datacom is looking for a Service Configuration Analyst to join our organisation, working in Australia and delivering Configuration Management Services to a range of customers.
You will need to be proactive, have the ability to work independently, enthusiastic and also interested in being part of a larger team delivering a high-quality service to our customers. Key to success in this role is expertise developed over 4+ years in a similar role, as you will be viewed as the Configuration Analyst for accounts to provide Configuration Management service.
Your ability to work with other members of the Customer Operation – specifically the Change Management teams and technical teams and to develop and deliver quality services for our customers is critical to the success of our model. As part of the role, you will provide quality customer service in performing the CMDB tasks which include the CMDB Reconciliation and Exception Reporting, Governance processes for Verification and continued maintenance of the CMDB Accuracy and Championing the delivery of the Service Operation processes.
You will play an important part in ensuring Datacom’s CMDB remains accurate, trusted and operationally valuable. The Service Configuration Management Analyst will support data quality, reconciliation, CI lifecycle governance, service relationships, reporting and continuous improvement across customer environments. The role will work closely with Service Operations practices, technical teams, Service Delivery Managers and tooling teams to ensure configuration data supports effective Change, Incident, Problem, Release, Asset and Service Management outcomes
Our offices are based in Adelaide, Brisbane, Canberra, Melbourne and Sydney –We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best!
What you’ll do
In this role you will work collaboratively with other Datacom Service Operations team members, Service Delivery Managers and Technical teams. Essentially, the Service Configuration Analyst will:
- Assist in the Service Configuration for our customers
- Work on the effective and smooth delivery of our customer’s Configuration Management services
- Manage the relationship with the customers by being the primary contact for the CMDB
- Contribute to the achievement of the outcomes of the managed services contract
- Lead the Service Improvements for the Configuration Management Service
- Support the process to deliver an accurate CMDB
- Contribute to new AIOPS initiatives.
We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.
What you’ll bring
- Ensure that Configuration Management Plans, processes, and procedures are followed incorporating good practice methodologies, accurately documented, successfully implemented, appropriately communicated to customer’s stakeholders, and provide continuous Configuration Management services for organisations.
- Govern and validate all the updates to the Configuration Items (CI) within the CMDB for our customers. This includes checking for changes requiring updates, updating and creating desktop assets within the CMDB and actioning requests to update assets in the CMDB.
- Provide accurate reporting for our customers.
- Analyse CMDB data quality issues, identify duplicates, stale records, orphaned CIs, missing mandatory attributes and relationship gaps, and coordinate remediation activities with technical teams, Service Delivery Managers and process owners.
- Work with discovery, monitoring and inventory data sources to support CMDB accuracy, including reviewing data discrepancies between source tools and the CMDB and escalating integration or data mapping issues where required.
- Demonstrate an understanding of ServiceNow CMDB identification and reconciliation principles, including the importance of avoiding duplicate CIs and ensuring updates are aligned to agreed data ownership and source-of-truth rules.
- Support the maintenance of CI relationships, service mappings, Service Offerings and service dependency information to enable better Change, Incident, Problem and reporting outcomes.
- Provide quality customer service through adherence to Datacom’s Configuration Management service delivery methodology and processes.
- Experience in ITSM technologies and their capabilities, in particular, Cherwell and ServiceNow.
- Interpret the data outputs from the Data Inventory technologies and provide accurate analysis and reporting, liaise with service management, and customer teams to define, execute Service Configuration Management standards, processes, procedures, plans and controls to ensure appropriate service asset and configuration information is recorded and maintained
Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It’s our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
