Itsm Expert

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**Job no**: 523728
**Brand**: Product and Technology
**Work type**: Full time
**Location**: Queensland
**Categories**: Information & Technology

At **Flight Centre Travel Group** (FCTG) our purpose is to_ 'open up the world for those who want to see'_. Every day, we give people all around the world the opportunity to experience something really amazing - travel

As the ITSM Expert you'll play a crucial role within Enterprise Technology Services (ETS), our global service operations team, you will be responsible for supporting ITSM practices, assisting with implementation to ensure processes are followed globally.

As the ITSM Expert, you will drive improvements to help deliver operational excellence, which is critical to improving operational efficiencies, customer service, and reducing costs. As well as contributing to the ETS team by answering team activity queries and standardising procedures that will assist in facilitating training and support to our teams.

If you are interested in assisting with designing, implementing, and managing ITSM processes based on the ITIL framework to our global standard, we encourage you to apply

**Day in the life**:

- Assist with ensuring that ITSM processes are standardised and followed consistently across all regions
- Assist with designing, implementing, and managing ITSM processes based on the ITIL framework to our global standard
- Assist with creating and maintaining standard operating procedures within Service Operations
- Lead Service Ops process improvement projects and initiatives globally, including analysing current state, mapping future state, and implementing process change to form a globally consistent ways of working.
- Facilitate training and support staff on ITSM processes and tools.
- Create and execute an onboarding plan for new team members.
- Identify areas for improvement within ITSM processes and making recommendations for enhancements.
- Ensure that ITSM processes adhere to organisational policies, industry standards, and best practices
- Step in and assist with gaps within the ITIL framework based on business need
- Embrace the ITSM tool and other technologies and assist with governance to ensure we are utilising automation systems to the best of their capability
- Engage with ETS Leaders to ensure initiatives align with global strategies
- Work with ETS leaders to identify areas of opportunity to mitigate pain points.
- Work with the risk and compliance team to help improve processes to assist with audits
- Identify opportunities for improving ITSM processes and services

**You'll be perfect for the role if you have**:

- Minimum of 5 years' experience in ITSM practices mainly: Change Management, Problem Management & Configuration Management
- Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
- Formal tertiary qualification is considered highly advantageous, it is not essential.
- ITIL 4 Foundations Certificate
- Familiarity with ServiceNow ITSM module

**What you'll enjoy**
- Tick destinations off your bucket list with our discounts on travel and accommodation
- Employee Share Scheme through Equate Plus
- Access to in-house financial and health services, internal 24/7 gym and End-of-Trip Facility
- Receive ongoing training and professional development
- Closing the Gender Gap in Super Balances FCTG paid super contributions during parental leave & top up payments when Flightie parents return to work for the first 2 years
- Preference for internal progression through Brightness of Future
- Global career opportunities in a network of brands and businesses at your fingertips
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs
- Opportunity to attend global awards events, including Global Gathering (Los Angeles 2025)
- Various social events to promote networking, the celebration of wins, and sometimes just for fun

**We value you**

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.

**Who we are**

Since our beginning, our vision has always been to open up the world for those who want to see.

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting Together, we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their **Brightness of Future.**

We encourage you to **DREAM BIG** through collaboration and innovation, and make sure you are supported to make incredible ideas a reality.