Service Improvement Analyst
About The Position
The Faculty of Engineering is seeking a Service Improvement Analyst to provide operational and technical capability for the Faculty’s service improvement systems, with a focus on Atlassian Cloud applications and Nintex Process Manager. Reporting to the Senior Business Improvement Specialist, you will play a pivotal role in maintaining the health and efficiency of our service improvement systems. You will ensure our core systems remain agile and responsive, providing the foundation for high-quality service delivery and operational excellence throughout the Faculty. The Service Improvement Analyst will support consistent practices in service management, work management, knowledge management, and process management across diverse teams in the Faculty. The role is responsible for managing service requests and incidents, providing user support, maintaining system configuration and access, supporting process mapping, documentation, and training, and contributing to process improvement and automation to strengthen service delivery and a standardised system of work.
Requirements
- Atlassian expert with a passion for streamlining workflows
- Demonstrated experience in system administration, service operations and the administration and support of enterprise systems, including Atlassian Cloud applications such as Jira, Jira Service Management and Confluence, in a complex organisational environment
- Demonstrated experience in Enterprise Service Management practices, including the handling of service requests, incidents, user support and operational issue resolution.
- Demonstrated ability to analyse operational issues, interpret business needs, develop practical system, process or documentation solutions and identify and recommend solutions to challenging issues
- Experience configuring and using Jira Automation, JQL, workflows, screens, work types, dashboards and reporting tools to support efficiency, data integrity and service performance monitoring
Nice To Haves
- Experience with Nintex Process Manager
Responsibilities
- Managing service requests and incidents
- Providing user support
- Maintaining system configuration and access
- Supporting process mapping, documentation, and training
- Contributing to process improvement and automation to strengthen service delivery and a standardised system of work
Benefits
- Flexible and hybrid working arrangements
- Support for parents
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
