
IT Process Expert
2 days ago
We are seeking an IT process expert who can guarantee a seamless interaction of various IT processes, including incident, problem, knowledge, system change configuration, and more.
If you have a passion for process excellence and possess the technical know-how to drive continuous improvement, this is an ideal opportunity for you
What's in it for you
- Fortnightly pay
- Training and free certification programs - If you have a growth mindset RAC is the place for you
- Latest and greatest technology - A leading Microsoft Partner here in WA with the largest Azure cloud footprint of any WA company and be provided with a Microsoft Surface to work on
- Gain benefits including free Roadside Assistance and 25% discount on your Insurances, Salary Packaging, cheaper Health Insurance and Gym memberships as well as access to Perth's largest Social Club
- We embrace a hybrid work approach supporting a mix of remote or office where applicable as well as flexible working hours
Key Responsibilities:
- Guarantee seamless process management interaction with other IT processes, such as knowledge, problem, system change configuration, and incident management
- Enable the operational execution of our problem management processes
- Review major incidents/problems in accordance with agreed incident management processes through active process management
- Understand end user computing and ICT service operations demands
- Ensure ICT operating processes and asset knowledge are up-to-date by coordinating asset knowledge base processes within our team (Enterprise Technology Services)
- Improve and execute service delivery processes.
- Support incident management and service transition planning.
- Review post-incident impact analysis and incident resolution.
- Drive continuous improvement in service delivery procedures and processes.
- Provide problem management support and guidance to the business.
- Maintain an up-to-date ICT service catalogue and Knowledge base.
- Change and ICT system configuration management.
- Coach and advise the team.
- Escalation and prioritization of service delivery activities.
- Problem resolution and escalation.
- Change and service request backlog management.
Requirements:
- Proven experience in IT service management, with a focus on process management and optimization.
- Strong understanding of ITSM frameworks, such as ITIL.
- Technical proficiency in incident, problem, and change management processes.
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills.
- Ability to collaborate effectively with cross-functional teams.
- Attention to detail and ability to work in a fast-paced environment.
- ITIL certification is highly desirable.
We require employees to be fully vaccinated against COVID-19.
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