Sr. Technical Analyst, Employee Experience

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets

Job Description :

Position Title: Sr. Technical Lead Analyst, Employee Experience (Melbourne, Australia)

Hybrid Role - 3 days in office

Job Summary:

The Sr. Technical Lead Analyst for Employee Experience will be responsible for enhancing the overall employee experience with technology. This position requires close collaboration with the ServiceNow platform/service management teams to analyse and improve search analytics, virtual agent analytics, and content management for the Carousel. Additionally, the role will involve performing technical business analysis for ServiceNow Catalog work intake and overseeing the execution of the service request catalogue process and procedures.

The ideal candidate will possess technical expertise, strong communication skills, and effective interpersonal abilities. They will work alongside a team of experienced developers and business analysts, collaborating with internal teams to deliver customer-facing business solutions, primarily utilising Customer Workflow, Service Desk/Field Services, and Customer App Engine features of ServiceNow.

Key Responsibilities:

Utilise ServiceNow platform to analyse search analytics and optimise search results for employees

Analyse virtual agent analytics to identify opportunities for improving employee experience

Manage and update content for the Carousel to ensure it is relevant and up-to-date

Translate business requirements into technical specifications for ServiceNow Catalogue work intake

Develop, test, and ServiceNow Catalogue enhancements and integrations

Collaborate with stakeholders to identify and prioritise enhancements to the ServiceNow platform

Create and maintain documentation related to ServiceNow configuration and enhancements

Participate in the full software development lifecycle, including requirements gathering, design, development (Creation), testing, and maintenance

Conduct feasibility analysis, develop action plans to mitigate risks identified

Perform impact analysis, create high/low level design specifications, enhance ServiceNow modules, customise functionalities according to customer specific requirements

Perform validation activities based on identification, debugging, validation, and defect diagnosis

Analyse incoming issues, close defects per the agreed Service Level Agreement timelines

Provide support and troubleshooting for ServiceNow applications, workflows, and reports

Measures:

ServiceNow platform adoption rate

Search analytics improvement rate

Virtual agent usage rate

Continuous Service Improvement (CSAT) and content management satisfaction rate

ServiceNow Catalogue work intake processing time

Platform enhancement implementation rate

Qualifications:

Bachelor's degree in Computer Science or related field

ServiceNow Certified System Administrator

2+ years of experience in ServiceNow platform administration and configuration

Experience in search analytics, virtual agent analytics, and content management

Strong analytical and problem-solving skills

Excellent communication and collaboration skills

Experience with Agile methodology and working in a cross-functional team environment

If you are passionate about improving the employee experience and enjoy working with technology, we encourage you to apply for this exciting opportunity to join our team.

Job Category:

Job_Req_44347