ITSM Process Specialist

5 days ago

Perth, Western Australia RAC of WA Full time

About the Role

We are seeking an ITSM Process Specialist to join our team at RAC WA. As an ITSM Process Specialist, you will play a critical role in ensuring the delivery of high-quality IT services to our members.

Key Responsibilities

  • Process Management: Manage ITSM process interactions, ensuring seamless integration with other ITSM processes such as knowledge, problem, system change configuration, and incident management.
  • Problem Management: Enable the operational execution of RAC ETS problem management processes and review major incidents/problems in accordance with agreed incident management processes.
  • Service Demands: Understand RAC end-user computing and ICT service operations demands, ensuring ICT operating processes and RAC ICT asset knowledge are up-to-date.
  • Service Delivery: Ensure service delivery process improvement, supporting incident management, service transition planning, and continuous improvement to service delivery procedures.
  • Management Support: Offer problem management support and guidance to the business, maintaining an up-to-date RAC ICT service catalogue, and knowledge base.
  • Change and Configuration Management: Handle change and RAC ICT system configuration management, including change and service request backlog management.
  • Coaching and Coaching: Coach and advise ETS operations team, manage escalations and prioritization of service delivery activities, and collaborate daily with peer ITSM process managers.

Requirements

  • Educational Qualifications: Tertiary qualifications in computer science or a related IT discipline are mandatory. Certification in ITIL or COBIT is also required.
  • Project Management Certification: Relevant project management or Agile certifications such as Prince2, PMP, etc., are advantageous.
  • ITSM Experience: Demonstrated experience in an ITSM Problem Manager role within an insourced ICT operations environment is essential.
  • Documentation and Process Mapping: Mandatory experience in documenting IT operation knowledge and process mapping is required.
  • ITIL Knowledge: Good knowledge of ITIL best practices for change, release, configuration, problem, incident, and event management is necessary.
  • Leadership and Goal Setting: Ability to lead oneself and others to succeed by managing expectations and identifying actionable goals is required.
  • Additional Skills: Experience using Jira is advantageous. Availability to meet operational working hours, reasonable overtime, and occasional travel between RAC sites is expected.

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