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Service Centre Process Consultant

3 weeks ago

Brisbane, Australia Bupa Full time

Bupa is an international healthcare group which has been committed to a purpose of longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa supports more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services.

**About the opportunity**

This is a 12-month FTC contract and the preferred location for this role is Brisbane.

In Service Centre Process Consultant role, you will participate in maintaining, contributing and developing service centre processes, the Knowledgebase, and the Self-Service Portal. The role will be responsible for participating in operational processes, such as incident management and change management, along with effective communication to key stakeholders and customers. The role will act as escalation point from other Technology teams as well as handling project transition for Service Centre. We are seeking someone looking to make the step from Service Desk into a process focuses role with interests in knowledge base and self service portal.

**How can you help?**
- Manage and maintain the Service Desk ITSM tool, including Knowledgebase and Employee Self Service in accordance to agreed processes
- Ensure Service Centre processes are maintained, updated and developed where required
- Adopt, participate and monitor agreed Technology Operational Processes, including Incident management and change management, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered across Bupa Australia.
- Provision of effective communication to key stakeholders, Technology team’s and our customers during planned and unplanned service interruptions
- Manage escalations from Technology teams to the Service Desk
- Ensure all project and service transition activities are driven through a consistent and documented process, support the transition activities and ensure that the service centre is equipped on transition completion
- Provision of exceptional customer service, case management and escalation management;
- Identify, recommend and assist with the implementation of continuous improvement opportunities for both the team and the overall Technology Service Delivery function
- Maintain Technology services and ensure SLA measurements and quality targets are met, in conjunction with other Technology team across Bupa Aged Care Australia.
- Active assistance and involvement in team and cultural change within the Service Centre team, including team supervision when directed.
- Participation in flexible working hours [including remote support].

**What do you need?**
- Strong experience in IT, with 2 - 3 years of Service Desk
- Good Communication
- ITIL Foundation certification preferred

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences.

Perk highlights:

- Discount on our health insurance products
- A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts.

You will feel happier & healthier for working at Bupa