ServiceNow Run Team | WalkMe Change Management Analyst
Job details
Job description, work day and responsibilities
Your business & Your team
Enterprise Services (ES) Team is responsible for the world leading application of technology and operations across every aspect of CommBank, from innovative product platforms for our customers to essential tools within our business. We also use technology to drive efficient and timely processing, an essential component of great customer service.
CommBank is recognised as leading the industry in IT and operations with its world-class platforms and processes, agile IT infrastructure, and innovation in everything from payments to internet banking and mobile apps.
Our teams utilize process excellence principles to drive timely, error free processing which is an essential component of the value proposition we offer our customers. Each of us puts the customer at the centre of everything we do and we measure our performance against the Group’s external customer satisfaction measures.
The purpose of the ServiceNow Run team is to provide 24x7x365 application support across the Groups IT Services and to review/triage/resolve system generated events. The team rely on a broad set of technical capabilities across traditional Platforms, Cloud based platforms, Database platforms, and Application systems and take appropriate proactive and reactive action to ensure our IT services are available, secure and performing as expected for our customers.
Our customers are varied from Business Unit to IT Engineering, with many of the technologies and applications that are changing rapidly. Being part of “Run” component of CBA’s IT team, we are accountable for being dynamic, agile and rapid in our capabilities to service customer requests.
Your impact & contribution & Your reporting lines
You will be responsible for supporting the implementation of IT Service Management (ITSM) applications in a cloud environment. You will work closely with cross-functional teams to ensure that cloud-based solutions are effectively deployed, integrated, and configured to support the business.
This position reports to the ServiceNow Operations Manager.
Your Responsibilities
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
• Collaborate with cross-functional teams to understand business requirements and identify cloud-based solutions.
• Participate in the implementation of cloud based ITSM applications, including configuration, customization, and integration.
• Develop and maintain technical documentation related to cloud based ITSM applications.
• Ensure that cloud based ITSM applications are secure and compliant with IT standards.
• Monitor cloud based ITSM application performance and identify areas for improvement.
• Participate in the ServiceNow change management process.
• Provide training and support to end-users on cloud based ITSM applications.
• Troubleshoot and resolve cloud based ITSM application issues.
• Maintain up-to-date knowledge of industry trends and best practices related to cloud based ITSM applications.
• Drive continuous process improvement in cloud based ITSM application operations.
• Participate in on-call support rotation.
• Deliver and adhere to Service Management processes (which are ITIL aligned).
Undertake any other tasks assigned by your manager that you have the capability to perform safely in line with relevant internal Group policies and external regulatory requirements.
Your Skills & Experience
• Bachelor's degree in computer science, Information Systems, or related field
• Minimum of 3 years of experience in ServiceNow platform Support, Implementation and administration
• Experience in cloud based ITSM application implementation.
• Manage continuous deployment of software (CI/CD)
• Ensure System uptime with Monitoring and Alerting
• Knowledge on GitHub Repos and knowledge on using AWS portal to deploy packages.
• Implement DevOps/SRE best practices.
• Familiarity with ITIL and ITSM processes
• Strong understanding of cloud-based infrastructure and architecture
• Experience with DevOps methodologies and tools
• Ability to work independently and collaboratively in a team environment.
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
While specific qualifications are not mandatory, the desired outcomes is that the position seeks relevant IT qualifications (including certification) on one or more of the following:
• Tertiary Education in an IT field
• ITIL
• ServiceNow certification(s) (e.g. Certified System Administrator, Certified Implementation Specialist, Certified Application Developer)
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 2+/06/2024
Company address
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Offer ID: #689304,
Published: 2 weeks ago,
Company registered: 2 years ago
