19 May 2022

Permanent Service Management Analyst

The University of Auckland – Te Whare Wananga o Tamaki Makaurau – Posted by University of AucklandAuckland, New Zealand

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Auckland Uni 19

Job Description

Technology within the University of Auckland is large and complex with over 1,200 business applications, 4,000 VMs across two Data Centres and 18,000 end-user devices.

Connect is the delivery arm of Digital Services within the University and is responsible for the delivery and support of applications, infrastructure and end-user devices to support the University’s core functions of Teaching, Learning and Research within Faculties, Large-Scale Research Institutes and the supporting Service Divisions.

Te Whiwhinga mahi | The opportunity

An opportunity has arisen to recruit a Service Management Analysts into Connect’s Service Performance group. Service Performance plays an important role in leading and governing the quality and performance of IT service delivery to support University staff and students achieve their objectives. This team acts as a partner to IT by helping to align and embed the right practices, processes, tools, roles and responsibilities across IT teams.

The Service Management Analyst is responsible for analysing, designing and implementing improved service-related solutions in conjunction with the Service Owners and University customers, ensuring that services are fit for purpose and add value.  You’ll also help to continuously refine existing or implement new Service Management processes to best fit University needs, including aligning processes to Agile and DevOps delivery methodologies.

The role presents fantastic opportunities for professional development and career progression.

For more detailed information on the role accountabilities and requirements, please review this Position Description HERE.

He kōrero mōu | About you

We’re seeking a talented individual who challenges the currency of service practices, is highly skilled and energised and thrives in a fast-paced, rapidly changing environment to join the Service Management Team.

Our ideal candidate will bring the following:

  • ITIL V3 or V4 Foundation certification as a minimum; further qualification in the areas of Project Management or Business Analysis would be advantageous
  • Experience working in Service Management or IT Operational roles, with good experience and understanding of IT (including Applications, Infrastructure environments and Service Desk) preferably acquired in a large and complex organisation
  • A diverse skill set, including an analytical approach, a problem-solving mindset and business change skills.
  • Practical experience working with ITSM tools is essential, preferably strong working knowledge of ServiceNow
  • Strong stakeholder engagement ability
  • Strong communication, written and oral including presentation skills

Ngā āhuatanga kei a mātou | What we offer

With a large and complex IT environment, the scale and complexity inherent to the University offer unparalleled opportunities for skills development and learning. Combined with the breadth and nature of our digital change programme, this is the perfect opportunity for a driven performer to enjoy a stimulating working environment and a high level of job satisfaction.

  • Five weeks’ annual leave per annum
  • Up to 6.75% employer superannuation contribution.
  • 37.5 hours working week
  • Flexible employment practices
  • Additional parental leave payments
  • Discounted, onsite childcare, parking and various leisure and recreation services.

For more information on the benefits of working here, see our Staff Benefits page.

Me pēhea te tuku tono | How to apply

Applications must be submitted online, by the closing date of Wednesday, 1st June 2022 to be considered. Please include your cover letter and CV combined as one document.

Additional Information

Overseas Applicants

In response to COVID-19 the New Zealand Government imposed travel restrictions but have recently announced a five-step plan for a phased border re-opening. This phased re-opening will take some time and this may alter the nature of the standard interview process for offshore candidates, particularly at the on-site interview stage. To see how this might affect your application and for more information and updates on the border restrictions and phased re-opening, please visit the Immigration New Zealand website or the New Zealand Government’s official Covid-19 website.


The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive and equitable environment.  For further information on services for Māori, Pacific, women, LGBTQITakatāpui+, people with disabilities, parenting support, flexible work and other equity issues go to www.equity.auckland.ac.nz

How to Apply

In order to apply you will first need to register with the University by completing an online user profile via their website. APPLY NOW by clicking HERE to register with the University's website. Please combine your cover letter and CV as one document when submitting your application. To successfully download the full Job Description you should ensure you have pop-up blocker disabled and file downloads enabled (in Internet Explorer enabling file downloads is done by navigating to Tools > Internet Options > Security > Custom Level and select radio button to enable File Downloads). If you are experiencing difficulty in any aspect of the application process or if you do not receive a confirmation email that you have applied for a role, please contact recruitment@auckland.ac.nz or Phone 09 923 1115. Applications close: Wednesday, 1st June 2022

Job Categories: IT. Job Types: Permanent.

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