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Service Management Analyst
The Lottery Corporation. Coordinate incidents through investigation and restoration .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Incident, Problem, and Change Management, with a strong focus on ITIL practices and service improvement initiatives. Capable of coordinating high-priority incidents and collaborating effectively with both technical and non-technical stakeholders.
Highest-signal resume keywords
Incident ManagementProblem ManagementChange ManagementITIL KnowledgeServiceNow Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident CoordinationRoot-Cause AnalysisService Data AnalysisProcess ComplianceService Management Governance
Soft Skills
Analytical SkillsProactive MindsetPersonal AccountabilityCalm Under PressureStakeholder Communication
Tools & Technologies
ServiceNowEnterprise Platforms
Certifications & Qualifications
ITIL 4 Foundation
Industry Keywords
Service Management PracticesMajor Incident ManagementPost Incident ReviewsContinuous ImprovementRisk Identification
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Coordinate incidents through investigation and restoration
- Lead Major Incident response when rostered
- Drive Problem investigations and root-cause analysis
- Review and coordinate technology changes
- Identify risks, dependencies and recurring service issues
- Support Post Incident and Post Change Reviews
- Analyse service data and identify improvement opportunities
- Support Service Management governance, process compliance and controls
- Partner across Technology, the business and service providers
- Turn lessons learned into practical improvements
- Participate in the Major Incident Management on-call roster
- Contribute to broader Service Management practices and improvement initiatives based on team priorities
Requirements
What you’ll need- Practical experience across Incident, Problem and Change Management, with exposure to broader Service Management practices
- Experience coordinating high-priority or Major Incidents
- Strong working knowledge of ITIL and Service Management practices
- Experience with ServiceNow or a similar enterprise platform
- Confidence working with technical and non-technical stakeholders
- Strong analytical skills and an evidence-led approach to problem solving
- Ability to stay calm and structured during service disruption
- Proactive mindset, personal accountability and focus on continual improvement
- ITIL 4 Foundation or another Service Management certification highly regarded
- Ability to participate in the Major Incident Management on-call roster once established, for one week in every four, including outside normal business hours
Benefits
Comp & perks- Hybrid working through the ‘flex for great outcomes’ approach
- Generous leave options
- Reward and recognition programs
- Dedicated learning and development platform
- Career growth opportunities from within
- Gender Affirmation Support
- Employee inclusion networks
- Diversity memberships and celebrations
- Opportunities to volunteer with community partners
- Dollar matching of employee fundraising efforts for registered charities
- Safe, respectful and supportive work environment
- Workplace accommodations during the recruitment process