Change, High Priority Incident and Problem Manager

4 months ago

Rowville, Australia GPC Asia Pacific Full time

At Genuine Parts Company, we keep the world moving. We never stand still and constantly transform the way we move forward people, parts and progress. That means it is always an exciting time to be part of GPC Asia Pacific.

As **Change, Incident and Problem Manager**, you will contribute to keeping people and parts moving throughout the world. This newly created role will encompass the management of Change Requests, Major Incidents and Problems along with their associated policies and processes.

**Key areas of responsibility**:
**Change Management**
- Own, Document and Update the Change Management policy for GPC Asia Pacific including Change blackout periods to meet the needs of the organisation
- Conduct weekly Change Advisory Board meetings and ensure representatives from key teams are present
- Seek appropriate approvals for Change Requests
- Ensure key stakeholders have been engaged in relation to Change Requests
- Verify appropriate Change process is followed
- Resolve conflicts of Change Requests
- Reporting on Change Requests, trends and outcomes
- Guide staff on the process of Change Management and the use of the ServiceNow ITSM tool

**Incident Management**
- Own, Document and Update the High Priority Incident Management policy for GPC Asia Pacific
- Understand the impact and urgency of an Incident and prioritise appropriately
- Proactively control and drive incident resolution for high priority incidents in live bridge calls with internal and external parties
- Ensure accurate timelines and actions are captured within ITSM tool
- Engage and update key stakeholders across the GPC Asia Pacific organisation
- Conduct PIR sessions with relevant stakeholders providing documentation of the Incident including the root cause, timeline, the impact and tracking post incident recommendations to completion
- Reporting on High Priority incidents and outcomes
- Highlight trends to management

**Problem Management**
- Track and update Problem records within ITSM tool
- Understand and prioritise active Problems
- Conduct Problem Review Board meetings
- Ensure Problem tasks are progressed to resolution in a timely manner
- Verify root cause analysis of Problem tickets has been completed and thorough solutions have been implemented
- Report on Problem tasks, trends and outcomes

**Role Requirements**:

- ITIL certified, essential
- Experience in High Priority Incident Management
- Experience as a Change Manager and leading a Change Advisory Board
- Key stakeholder management and engagement
- ServiceNow ITSM experience (desirable)
- Experience in writing Policies and Reports
- Documenting, Reporting and Presenting to senior level management
- Experience as a Problem Manager (desirable)

**Looking after you**:

- Part of a global organisation, where you'll build strong work communities across the globe.
- Attractive product discounts across GPC Asia Pacific businesses
- Strong rewards & recognition programs
- A supportive team environment, where we work with extremely talented team members.
- Access for team members and their families to our Employee Assistance Program
- Career development and internal employment opportunities across the group
- Strong values-based foundations
- We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this.
- Paid volunteer leave allowing you to give back to your chosen charity/community organisation.

Thank you for your interest in becoming part of GPC Asia Pacific.

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