IT Change and Incident Manager

**Will you actively create a healthier future for tomorrow?**

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

**The Opportunity**

The IT Change and Incident Management team helps support the technology that the Medibank group is governed by. This includes the processes for management of IT incidents, Problem, Change, Configuration and Request.

The IT Change and Incident Management team is responsible for ensuring that all teams involved in the support of technology at Medibank are engaging in the correct processes and are delivering speedy responses and resolutions to all cases raised within the IT service management toolset - ServiceNow.

As an IT Change and Incident Manager, you will manage core processes (Incident, Problem, Configuration and Request) which you are responsible for executing. There may be a requirement to rotate through the different disciplines, allowing for a spread of knowledge and for individuals to continually contribute to the improvement of each process. Team members will act as process consultants or “SMEs” to other IT teams, providing process education and advice as required.

**Key responsibilities will include**:

- Act as process champion for Major Incidents and Problem Management.
- Participate in 24x7 Major Incident Management roster, ensuring that at any one time a single point of contact exists throughout all major incidents.
- Prepare and distribute timely stakeholder updates for Major Incidents, clearly articulating the impact on business operations and Medibank Group customers.
- Manage, improve and mature the Problem Management process by focusing on identifying the root cause thereby reducing time to resolution and preventing re-occurrence.
- Extensive trend analysis of incoming incidents with an aim to reduce volumes.
- Build effective relationships with IT support teams including vendors and business stakeholders.
- Provide education to both internal and external IT teams regarding agreed and published service management processes.
- Provide Monthly reporting and weekly statistics to management as required.

**About You**

To be successful in this role, you will have sound experience in IT incidents, IT Problems or IT Change management. You will have done incident management as a core component of your role and be able to confidently demonstrate this along with all the aspects of incident management.

Additionally, your experience will include:

- Sound knowledge of the information technology infrastructure library (ITIL) processes and terminology with emphasis on the functions within the incident, problem, change and configuration management.
- Experience with ServiceNow (highly desirable).
- Previous experience in Major Incident Management.
- Exceptional interpersonal and communication skills including the ability to motivate, educate and drive people to achieve desired outcomes.
- Good time management and organisational skills with the ability to work on, and manage, multiple complex issues/work priorities concurrently and independently.
- Process and outcome-driven with a commitment to and demonstrated knowledge of, processes and tools which will enable continuous improvement.

**A career with us**

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working - Collaboration, Connection and Concentration - help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.

**To start small and impact bigger.