Junior Quality Analyst - Contract - Brisbane

Requirements

• Curate knowledge of technology lifecycle and processes
  


• Understanding IT Services used by Virgin Australia (people, processes and technologies)
  


• Functional and technical knowledge of end-user computing services and how these services are consumed
  


• Relevant degree, qualification or equivalent experience in service delivery and general technology solutions
  


• Demonstrated understanding of end-user computing environments in a large-scale enterprise context
  


• Demonstrated strong understanding of quality customer service approach, clear professional communication and effective interpersonal skills
  


• Demonstrated ability to prioritise tasks
  


• Demonstrated understanding of ITIL practices, incident and request management and experience with applicable software/services
  


• Knowledge of information systems and associated delivery methods to enable satisfaction of target service level objectives.
  


• Direct experience in ITSM
  


• Experience in working in Agile Environment using Jira.
  


• Excellent document, presentation creation, and written and verbal communication skills
  


• Ability to train a service-oriented team to deliver to business aligned priorities
  


• Demonstrated initiative and proactive approach
  


• Proven ability to train and drive continual improvement and to support others through technical change
  


• Experience working in a large multi business unit organisation
  


• Experience training and quality assurance in a 24hr x 7day critical systems and services environment
  


• Understanding of applications and infrastructure landscape used by Virgin Australia with specific focus on the delivery of highly effective and responsive support services.
  


• Certification in customer service, communication or interpersonal skills
  


• Airline industry experience
  


• ITIL Intermediate Level Certification
  


• Experience in Service Desk Training
  


• Experience in Quality Assurance
  


• Knowledge of the internal VA business structures
  


• Knowledge of mobile device management platforms with all currently utilised vendors (Microsoft Intune)
  


• Knowledge of working in an Agile Environment