IT Service Management and Operations Analyst

CFS; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Sonder support app

Life Leave

Birthday leave

BUPA health insurance

Coaching & counselling

Employer super

Corporate rates

Job summary

CFS invites you to join its Dynamics 365 IT Service Management and Operations team, where you will ensure stability, performance and ongoing improvement of the Dynamics 365 platform. You will collaborate with business, technology and delivery teams while exploring AI tools to boost efficiency, quality and innovation.

This role emphasizes incident, problem, change and service-request management within a hybrid working model, offering diverse opportunities to drive customer outcomes and service

Qualifications

• Experience with IT Service Management and ITIL processes across Incident, Problem, Change and Service Request Management.
• Experience supporting/manging Microsoft Dynamics 365 and Power Platform environments including releases and security.
• Experience with ITSM tools such as ServiceNow, Jira Service Management or similar.

Responsibilities

• Provide day-to-day service management and operational support for the Dynamics 365 platform and related technologies.
• Support Incident, Problem, Change and Service Request Management including ticket triage and escalation.
• Monitor service availability, performance and SLAs and escalate risks to the Service Manager.
• Coordinate enhancements, releases and changes and contribute to continuous improvement.
• Maintain CMDB, procedures, knowledge articles and service reporting.

Skills

Problem solving

Coordination

Communication

Stakeholder engagement

Cross-functional collaboration

Education

ITIL certifications

Dynamics 365 / Power Platform certifications

Tools

ServiceNow

Jira Service Management

Job description

IT Service Management and Operations Analyst

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

The Dynamics 365 Team delivers and enhances business-critical applications that support key capabilities across CFS. As a Dynamics 365 IT Service Management and Operations Analyst, you'll help ensure the stability, performance and continuous improvement of the Dynamics 365 platform. Working closely with business, technology and delivery teams, you'll contribute to solutions that support CFS's strategic priorities and customer outcomes. You'll also be encouraged to explore and adopt AI tools to improve efficiency, quality and innovation.

• Provide day-to-day service management and operational support for the Dynamics 365 platform and associated technologies, including the Complaints Management System and Customer Service applications.


• Support Incident, Problem, Change and Service Request Management, including ticket triage, coordination, escalation and follow-up.


• Monitor service availability, performance and SLAs, escalating operational risks and customer impacts to the Service Manager.


• Coordinate enhancements, releases and change requests, and contribute to continuous service improvement through analysis of recurring issues.


• Maintain accurate CMDB records, operational procedures, knowledge articles and service reporting, ensuring information remains current and reliable.


• Support access, security, risk, audit and compliance activities, and assist the Service Manager with vendor coordination and service performance reviews.

• Experience supporting IT Service Management and technology operations, with knowledge of ITIL processes and experience across Incident, Problem, Change and Service Request Management.


• Experience supporting or managing Microsoft Dynamics 365 and Power Platform environments, including releases, integrations, security, access management and platform operations.


• Experience working with ITSM tools such as ServiceNow, Jira Service Management or similar platforms.


• Strong problem-solving, coordination, communication and stakeholder engagement skills, with the ability to collaborate effectively across technical teams, business stakeholders and external service providers.


• Highly desirable: Experience supporting Dynamics 365 Customer Service, Case Management or Complaints Management applications, financial services or other regulated environments, and relevant ITIL, Dynamics 365 or Power Platform certifications.

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

• Additional day for your birthday


• Hybrid working model


• Access to CFS Employer Super


• Life Leave - 3 days per annum


• Access to Sonder who provides human-powered medical, mental health and safety support through one easy-to-use app enabling you to get support whenever and wherever you need.


• Access to Corporate rates with BUPA Health Insurance


• Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

This role is based on Gadigal Land (Sydney).