Incident & Problem Manager

2 weeks ago

Sydney, Australia Experis Full time

Incident & Problem Manager - SAP experience

Client - Large Government client
Contract - Long Term Contract
**Location - Parramatta**

**About this role -**

You will be responsible for managing problem management process, analysis patterns and trends for referral to respective managers and SME's. Monitor root cause remediation closure, ensuring that problems are fully documented within the reporting systems.

**Responsibilities -**
- Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages.
- Develop and maintain a database of known issues, causes and resolutions to guide the development and support teams in minimising the impact of incidents.
- Develop and produce periodic performance reports identifying the impact of known errors and the cost and benefits of root cause analysis.
- Manage the response, resolution and post-incident analysis of major incidents to ensure deficiencies are identified, post incident learning and actions are documented and changes implemented to limit risk of future recurrence.
- Work collaboratively with the Reporting and Quality Analyst and Senior Business Analyst ICT to improve incident data to accurately reflect the client-reported experience and improve data trending, assessing opportunities to improve the "Fixed on First" call ratio to enhance the customer experience.
- Undertake activities that mitigate and address risk audit findings to reduce risk in areas of non-compliance
- Ensure problem management process consistency and integration across multiple vendors/service providers.

**Skills required for this role -**
- Solid experience in a Problem/Incident position
- Experience with **SAP** is a must
- Previous NSW Government experience is a bonus
- Strong understanding of ITIL processes, specifically Incident/Problem/Change - ITIL certs highly regarded
- Strong commercial acumen and understanding of business drivers
- Experience managing multiple clients
- Experience driving process improvement

**_
Jyoti Dua_**
**_Divisional Manager_**
**_Let's Connect_**
- Aboriginal and Torres Strait Islander people are encouraged to apply._

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856

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