Service Configuration Management Analyst

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About Datacom

With over 6,200 people, and centre’s of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has maintained high levels of profitability with a track record of delivering innovative, cost effective digital and technology solutions, all delivered by dynamic teams spread across various locations. Our people are the best in their fields - smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced place to work.

About the role

Datacom is looking for a Service Configuration Analyst to join our organisation and delivering Configuration Management Services to our Customers.

This role will suit someone who is an experienced Service Configuration Analyst and is looking for career growth to move to an organisation that is growing. This role reports into the Service Operation Leadership team for Configuration Management.

You will need to be proactive, keen to learn, can work independently, enthusiastic, and 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 2+ years in a similar role and enjoy working with customers.

Your ability to work with other members of the Service Operation - specifically the Change and Incident 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 configuration management tasks which include the CMDB Reconciliation and execute CMDB exceptions process, implement governance processes for verification and continued maintenance of the CMDB Accuracy and championing the delivery support of the Service Operation processes.

What you'll bring

In this role you will work collaboratively with Service Configuration Managers, other Datacom Service Operations team members, Service Delivery Managers and Technical teams. Essentially, the Service Configuration Analyst will:

• Provide Configuration Management support for the Service Configuration Managers
• Act as subject matter support for Service Configuration Management for our customers
• Execute smooth delivery of our customer’s Configuration Management services
• Manage the relationship with the customers by being part of a team governing the CMDB’ Accuracy
• Contribute to the achievement of the outcomes of the managed services contract
• Contribute to the Service Improvements for the Configuration Management Service
• Support the process to deliver an accurate CMDB
• Transition new customers to the Configuration Management Service

Want some specific details?

• Ensure that Configuration Management Plans, processes, and procedures are followed incorporating good practise 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.
• Contribute to accurate reporting for our customers.
• Escalate and highlight exceptions within the CMDB.
• Provide quality customer service through adherence to Datacom’s Configuration Management service delivery methodology and processes.
• Experience in using ITSM technologies, in particular Jira 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

Benefits

Our office is at BGC Taguig and we have hybrid work setup (Twice a week) and we promote Work-Life balance, and an APAC focus means no graveyard shifts!

We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment

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, 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. We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.