IT Service Operations Analyst

1 month ago
Full-time
Senior
Customer and Technical Support
Virtual Assistance Services

Virtual Assistance Services

VirtualStaff365 is a Melbourne-based outsourcing specialist that helps Australian businesses source, hire, and retain virtual staff. They assist in improving operational efficiency, reducing staffing costs, and growing businesses by providing professio...

Professional Services
11-50
Founded 2016

Description

  • Design and configure the CMDB schema in Jira Service Management, including object types, attributes, and relationships.
  • Populate initial configuration item data using import and reconciliation methods.
  • Establish repeatable governance processes to maintain CMDB data accuracy over time.
  • Document CMDB structures and operational procedures for the IT team.
  • Build and configure Change and Incident management workflows in Jira Service Management.
  • Integrate Change and Incident processes with the CMDB schema.
  • Collaborate with internal IT, Pipeline, and Rendering teams to align system structures.

Requirements

  • Proven experience standing up a CMDB from scratch, including process design and tool configuration.
  • Strong expertise in Jira, Confluence, and Jira Service Management (JSM Assets).
  • Deep understanding of ITIL configuration management principles, CI types, relationships, and governance.
  • Demonstrated experience configuring Change and Incident management workflows in JSM.
  • Proficiency with data import and reconciliation methods such as CSV import, API-based discovery, and JQL.
  • Excellent written and verbal communication skills with the ability to translate high-level vision into technical execution.
  • ITIL Foundation Certification is preferred.
  • Scripting knowledge in Groovy or Python for process automation is preferred.
  • Experience with automated discovery tools feeding directly into Jira Assets is preferred.

Benefits

  • Permanent work-from-home setup.
  • Day shift aligned to Australian Eastern Standard Time business hours.
  • Full-time employment.
  • HMO coverage.
  • Annual leave.
  • 13th-month pay.
  • Government-mandated benefits.

Interested in this position?

Apply directly on the company website

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