IT Operations Support Analyst

salary Salary :

$63,000 - 78,000 yearly

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Job Description - IT Operations Support Analyst

Ko wai mātou - About EPL

Rārangi Utu ā-Mātauranga - Education Payroll Limited (EPL) is a core part of Aotearoa New Zealand’s education sector, delivering an accurate, timely and secure payroll for the people at the heart of our education system - teachers and support staff. 

Kōrero mō te tūranga - About the role

The IT Operations Support Analyst role is part of a team made up of an existing IT Operations Analyst who is the primary support for Change Management and Service Delivery Manager who manages the team. This role will be responsible for ensuring that EPL’s IT Services are delivered seamlessly by providing support across a broad range of services such as being the primary support for Release Management as well as supporting the Change, Incident, Problem, Access and Asset Management processes alongside the existing IT Operations Analyst and Service Delivery Manager.

The role also includes working closely with EPL’s vendors who deliver services to EPL and key EPL internal business and IT stakeholders. The IT Operations Analyst will have excellent customer service and communications skills and be familiar with IT Service Management functions such as ITIL and have the ability to work with teams cross functionally to deliver services.

For the right person who can take initiative, work across multiple demands and has a passion for customer service, this role will be an opportunity for growth and to expand your skillset.

Key accountabilities:

  • Primary support person for EPL’s Release Management process; responsible for ensuring Application Releases meet the relevant entry and exit criteria including coordination of release walkthroughs and Release Documentation with the relevant development teams.
  • Responsible for vendor engagement to support the service desk, access and incident management and request fulfilment, including managing onsite vendors.
  • Provide support across release and deployment, configuration, IT security, incident and problem management. 
  • Responsible for the continuous improvement of IT operations processes. 

Kōrero mōu - About You

To be successful in this role you will need to have the following experience and expertise:

  • A minimum of 1-2 years working in the IT industry preferably in a Service Desk or other IT Operations support role.
  • Strong communication skills both verbal and written.
  • Understanding of technology solutions and services and how they are implemented as part of day-to-day operations.
  • Familiarity with ITIL service management functions in particular Release, Change, Incident and Problem Management.
  • Strong Customer Service skills and the ability to work across multiple cross functional teams.
  • Understanding of SDLC (desirable). 
  • Understanding of ITIL or ITIL V3 or V4 Foundation certification (desirable). 

Ko tā mātou mahi | We Offer

We provide you the chance to make a difference to the education sector across Aotearoa. As IT Operations Analyst you will be a part of the operational delivery of day-to-day services for EPL providing you with an opportunity to further develop your skills and expertise across IT Service Management and Operations.

In addition to the normal leave requirements, we provide a day a year to support your community in a way that’s meaningful to you, a day off on your birthday and three wellness days per year that you can take to proactively support your mental wellbeing. We provide income protection and life insurance and a number of corporate discounts. We are a people centred organisation that is committed to supporting and developing our people. We work flexibly with a good mix of time in the office and working from home (if that suits you).  

The successful candidate will be appointed between $63,000 and $78,000 depending on capability and we also match up to 4% KiwiSaver contributions.

Me pēhea te tono - How to apply

To apply for this position, click the ‘Apply’ button above and provide a CV and cover letter that outlines why you’d be a great fit for the role.

If you would like a copy of the position description and/or to learn more about us, please visit our ‘Work with us’ page:

Applications close 23rd June 2024.

If you have any questions relating to this position, please contact [email protected] 

You must have the right to work in New Zealand to apply for this role.

We are recruiting this role using our team at EPL, so will not be responding to approaches from recruitment agencies.

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