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