Service Delivery Excellence Lead

1 week ago

Sydney, New South Wales, Australia Zurich Insurance Company Full time

About the Role:

Zurich is seeking a talented IT Service Excellence Specialist to join our team and drive positive impact. As a key member of our IT Service Management team, you will be responsible for improving the overall delivery of Service to our businesses by optimizing the user experience for ITS initiatives or change.

Key Responsibilities:

  • Delivery of design, development, documentation, and support the Digital UX/UI to optimize the user experience for ITS initiatives or change.
  • Working with APAC IT Service Management in supporting the initiatives, service processes, and operational improvements.
  • Develop ITIL skills by working closely with APAC IT Service Management team to support.
  • Provide backup for key IT Service Management processes as required (eg Major Incident & Operational Change Management processes)
  • Continual Service Improvements, including IT Service Management tools.
  • Collaborate internal Project teams to understand project requirements, user stories, and technical specifications including communication plans, documentation, videos to support transition of new applications or infrastructure.
  • Work closely with internal and external parties to support the End user digital learning for new technologies.
  • Drive digital improvements on the APAC IT Learning HUB for our employees.
  • Support the IT learning via digital days and enhancements to continue development of our internal capabilities to improve end user productivity.

Requirements:

  • Experience working within an IT Service Delivery or Support role
  • Previous experience in IT End user support & delivery of technical documentation.
  • Proven experience in Microsoft 0365 application suite, ServiceNow, and reporting tools ie Powerbi
  • Knowledge of Change Management and Agile methodologies
  • High level of technical knowledge & drive to improve using emerging technologies. Capable of conducting research into technical solutions internally and externally.

About Zurich:

Zurich is a great place to be, where you can truly belong and thrive. We offer 5 weeks leave per year for permanent staff through our new Z leave initiative, 15 days personal/carer's leave, access programs to stay healthy and feel healthier, and a $295AUD new starter e-voucher for your WFH set up.

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