Service Configuration Analyst

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

About the Role (your why)  

Datacom is looking for a Service Configuration Analyst to join our organisation, working in Australia and delivering Service Configuration Management services to a range of customers.

You will need to be proactive, have the ability to work independently, enthusiastic and also 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 4+ years in a similar role, as you will be viewed as the Service Configuration Analyst for accounts to provide Service Configuration Management service.

Your ability to work with other members of the Service Operation – specifically the Change 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 tasks which include the CMDB Reconciliation and Exception Reporting, Governance processes for Verification and continued maintenance of the CMDB Accuracy and Championing the delivery of the Service Operation processes.

Our offices are based in Adelaide, Brisbane, Canberra, Melbourne and Sydney –We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best! 


Please note this role is based in Australia and requires Australian Citizenship and ability to obtain Baseline clearance

What you’ll do   

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

• Assist in the Service Configuration Management for our customers
• Work on the effective and smooth delivery of our customer’s Service Configuration Management services
• Manage the relationship with the customers by being the primary contact for the CMDB
• Contribute to the achievement of the outcomes of the managed services contract
• Lead the Service Improvements for the Service Configuration Management practice
• Support the process to deliver an accurate CMDB
• Contribute to new AIOps initiatives.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs. 

What you’ll bring  

• Ensure that Service 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 Service Configuration Management services for organisations.
• Govern and validate all the updates to the Service 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.
• Provide accurate reporting for our customers.
• Manage and highlight exceptions within the CMDB.
• Provide quality customer service through adherence to Datacom’s Service Configuration Management service delivery methodology and processes.
• Experience in ITSM technologies and their capabilities, in particular, Cherwell 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 Configuration Management information is recorded and maintained

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, chill-out spaces, remote working, flexi-hours 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.