Sr. Technical Analyst, Employee Experience

Job Description

Sr. Technical Analyst, Employee Experience - News Corp 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 Continuous Service Improvement (CSAT) and content management satisfaction rate ServiceNow Catalogue work intake processing time 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. #J-18808-Ljbffr