Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this IT Service Management and Operations Analyst role.
Rezi rewrites your resume against Colonial First State's job description. Free.
Tailor your resume to this IT Service Management and Operations Analyst role.
Rezi rewrites your resume against Colonial First State's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the IT Service Management and Operations Analyst posting at Colonial First State — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the IT Service Management and Operations Analyst posting at Colonial First State — free, in seconds.
About the Role
The Dynamics 365 Team delivers and enhances business-critical applications that support key capabilities across CFS. As a Dynamics 365 IT Service Management and Operations Analyst, you'll help ensure the stability, performance and continuous improvement of the Dynamics 365 platform. You'll contribute to solutions that support CFS's strategic priorities and customer outcomes, and be encouraged to explore and adopt AI tools to improve efficiency, quality and innovation.
Responsibilities
- Provide day-to-day service management and operational support for the Dynamics 365 platform and associated technologies, including the Complaints Management System and Customer Service applications.
- Support Incident, Problem, Change and Service Request Management, including ticket triage, coordination, escalation and follow-up.
- Monitor service availability, performance and SLAs, escalating operational risks and customer impacts to the Service Manager.
- Coordinate enhancements, releases and change requests, and contribute to continuous service improvement through analysis of recurring issues.
- Maintain accurate CMDB records, operational procedures, knowledge articles and service reporting, ensuring information remains current and reliable.
- Support access, security, risk, audit and compliance activities, and assist the Service Manager with vendor coordination and service performance reviews.
Requirements
- Experience supporting IT Service Management and technology operations, with knowledge of ITIL processes and experience across Incident, Problem, Change and Service Request Management.
- Experience supporting or managing Microsoft Dynamics 365 and Power Platform environments, including releases, integrations, security, access management and platform operations.
- Experience working with ITSM tools such as ServiceNow, Jira Service Management or similar platforms.
- Strong problem-solving, coordination, communication and stakeholder engagement skills, with the ability to collaborate effectively across technical teams, business stakeholders and external service providers.
- Highly desirable: Experience supporting Dynamics 365 Customer Service, Case Management or Complaints Management applications, financial services or other regulated environments, and relevant ITIL, Dynamics 365 or Power Platform certifications.
Skills
- ITIL processes
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Microsoft Dynamics 365
- Power Platform
- ServiceNow
- Jira Service Management
- Problem-solving
- Coordination
- Communication
- Stakeholder engagement
- Dynamics 365 Customer Service
- Case Management
- Complaints Management applications
Location
- Sydney
Work Type
- Hybrid
Benefits
- Additional day for your birthday
- Access to CFS Employer Super
- Life Leave - 3 days per annum
- Access to Sonder
- Access to Corporate rates with BUPA Health Insurance
- Confidential coaching and counselling services
About the Company
- At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential.
- At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.
- CFS requires all candidates to have full work rights in Australia.
- Background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed.