Capability Specialist Siam

6 months ago

Brisbane, Australia Suncorp Group Full time

**Full-time permanent role available in Brisbane**

We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler and better for our customers and each other.

**About the role**
- This is an exciting opportunity within Service Integration and Management (SIAM) to provide specialist expertise and ownership of the domain, including design, governance, monitoring and reporting on the end-to-end process in line with the SIAM framework and standards.
- Being highly proficient in ITIL and IT Service Management you will facilitate the processes of design and continuous improvement across multiple technology domains and interface with the stakeholders including Incident, Problem, Change, Asset and Configuration Management processes.
- You will join a highly collaborative and talented team, working with internal customers, teams and management as well as external vendors and partners to assist in SIAM adoption and knowledge transfer.

**What you’ll do**:

- Work with the process Capability Specialists within the SIAM CoE to design and implement ITIL best proactive workflows and modules within the Service Management tool (ServiceNow).
- Assist with the technical ownership of the SIAM and Service Management capabilities.
- Own the designs for capabilities and data modelling within the ServiceNow platform to ensure we drive best practice and enhance our process in alignment with ITIL v4 within the scope of SIAM.
- Develop a backlog in line with Continuous Improvement in JIRA and track/progress and update.
- Continual service improvements across all the SIAM processes including recommended tool enhancements, working with other teams to ensure continuous strategic improvements.
- Manage Key Performance Indicators and SLAs agreed with the Business Stakeholders and Vendor Management.
- Provide data for Governance and reporting for all implemented SIAM processes.
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management and other SIAM Capabilities
- Develop effective working relationships with internal customers, and external vendors and partners.

**What you’ll bring**:

- A good working knowledge of IT service principles and frameworks including ITIL, process tools (ServiceNow), frameworks, and best practice methods.
- 3 + years of ITIL process experience (Event, Release, Change, Problem, etc.)
- 5 + years of experience in an IT Operations or Infrastructure support role (Service Desk, Business Analysis, Major Incident Management, NOC, etc.)
- Experience with Incident, Problem and/or Change management procedures and processes within a business environment.
- Demonstrated experience in leading process improvement and organisation change initiatives.
- Motivated, goal oriented, persistent and a skilled negotiator, demonstrated ability to multi-task and prioritise.
- Strong stakeholder management, with the ability to work collaboratively with the wider service team and can work across multiple technical groups, stakeholders, and processes to achieve the desired outcomes.
- ITIL v3 or v4 Foundations or relevant experience.
- SIAM Foundation Certification preferable.

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave and 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

**About Suncorp Group**:
We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp Group has been driven by our guiding Purp

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