Service Management Analyst

Unisys; Canberra; On-site; AUD 90,000 - 130,000; Full time

Job summary

Unisys in Canberra is seeking a Service Management Analyst to own and drive the end-to-end Service Level Management process, ensuring SLAs are met and customer satisfaction is maintained. You will work with IT delivery teams and service partners to monitor performance and drive improvements.

The role requires strong analytical skills, experience with ITSM tools such as ServiceNow, and the ability to communicate with end users and stakeholders.

Qualifications

• Mandatory security clearance: NV1 or NV2 AGSVA.
• Minimum 2 years in a large and complex IT environment.

Responsibilities

• Own the end-to-end Service Management process, ensuring compliance with agreed SLAs.
• Develop and manage means to track and measure SLAs effectively.
• Set expectations and timings with contributors to SLA results.
• Perform SLA reporting, providing clear visibility of performance against targets.
• Handle SLA exemption submission and processing.
• Manage and track Service Credit and SLA Earnback processes.
• Monitor, analyse, and report on service performance, identifying trends and recommending improvement initiatives.
• Support and collaborate with IT delivery teams to ensure service obligations are met or exceeded.
• Provide advice and assistance to end users, including dedicated service hub support during business hours.
• Maintain professionalism and ensure customer satisfaction across all transactions.

Skills

Service Level Management

Analytical & reporting

Independent work

ITSM tools ServiceNow

Communication & stakeholder mgmt

SLA frameworks Earnback

Tools

ServiceNow

Job description

The Service Management Analyst is accountable for ensuring IT services consistently meet agreed performance standards by owning and driving the end-to-end Service Level Management process. This role requires strong analytical skills, service delivery expertise, and the ability to collaborate across IT delivery teams and service partners. The Service Level Manager acts as a key liaison between end users, service desks, and IT operations, ensuring SLA compliance, customer satisfaction, and continuous improvement.

Key Responsibilities

• Own the end-to-end Service Management process, ensuring compliance with agreed SLAs.
• Develop and manage means to track and measure SLAs effectively.
• Set expectations and timings with contributors to SLA results.
• Perform SLA reporting, providing clear visibility of performance against targets.
• Handle SLA exemption submission and processing.
• Manage and track Service Credit and SLA Earnback processes.
• Monitor, analyse, and report on service performance, identifying trends and recommending improvement initiatives.
• Support and collaborate with IT delivery teams to ensure service obligations are met or exceeded.
• Provide advice and assistance to end users, including dedicated service hub support during business hours.
• Maintain professionalism and ensure customer satisfaction across all transactions.

Key Skills

• Proven experience in Service Level Management or Service Delivery Management roles.
• Strong analytical and reporting skills, with the ability to identify trends and propose improvements.
• Independent working ability with a proactive approach to problem-solving.
• Experience with ITSM tools (e.g., ServiceNow).
• Excellent communication and stakeholder management skills.
• Strong understanding of SLA frameworks, service credits, and earnback mechanisms.

Mandatory Requirements

• NV1 or NV2 AGSVA security clearance.
• Minimum 2 years in a large and complex IT environment.