Junior Quality Analyst

Urgent requirement of - Contract -

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

Duration: 06 Months and possible extension

Eligibility: Australian/NZ Citizens/PR Holders only

Email: ***email_hidden***