IT Service Performance & Commercial Analyst

• Improve IT service performance through KPI and SLA analysis

About Our Client

This opportunity is with a large organisation in the transport and distribution sector. The company is committed to leveraging technology to drive operational excellence and deliver value to its stakeholders.

Job Description

Key ResponsibilitiesCommercial & Financial Analysis

• Support IT cost modelling (run vs change, unit cost views)
• Contribute to business cases including TCO and cost-benefit analysis
• Review vendor pricing and identify cost optimisation opportunities
• Assist with budgeting and forecasting activities

Service Performance & Vendor Management

• Work with internal teams and vendors to improve service delivery
• Support KPI/SLA definition, tracking, and reporting
• Identify service risks, gaps, and improvement opportunities
• Contribute to governance forums and vendor performance reviews

ITSM & Platform Uplift

• Support ITSM platform enhancements (e.g. workflows, service catalogue, automation)
• Assist with ITSM migration and process-to-tool alignment
• Contribute to CMDB and service/data model improvements
• Help ensure alignment between IT processes and tools

Data, Reporting & Insights

• Develop operational and executive-level reports and dashboards
• Establish KPI frameworks and track service performance trends
• Provide insights to support decision-making and continuous improvement

Business Analysis & Delivery Support

• Capture and document business and technical requirements
• Translate requirements into user stories and acceptance criteria
• Support testing, UAT, and solution validation
• Track risks, issues, and delivery progress

The Successful Applicant

You are a well-rounded IT Business Analyst / ITSM professional with strong commercial awareness and a passion for improving service delivery.Key Skills & Experience:

• 5+ years' experience in IT Business Analysis, ITSM, or similar roles
• Strong understanding of IT Service Management (ITIL preferred)
• Experience with ITSM tools (e.g. ServiceNow or similar)
• Proven ability in cost modelling, financial analysis, or vendor management
• Experience with SLA/KPI frameworks and service performance reporting
• Strong stakeholder engagement and workshop facilitation skills
• Ability to translate complex requirements into clear documentation

What's on Offer

• Competitive daily rate between AUD 950 and AUD 1080.
• Opportunity to work with a large organisation in the transport and distribution industry.
• Experience working on impactful projects in Brisbane.
• Collaborative and supportive work environment.
• Chance to contribute to the optimisation of IT service delivery and performance.

If you are ready to advance your career as an IT Service Performance & Commercial Analyst, we encourage you to apply today or reach out to Dev Choudhary on 0466379111 or devchoudhary@michaelpage.com.au