Service Management Process Manager

2 weeks ago

Sydney, Australia ASX Full time

**ASX: Powering Australia's financial markets**:
**Why join the ASX?**:
When you join ASX, you’re joining a company with a strong purpose - to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you’ll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

Want to know why we are a great place to work, click on the link to learn more.

**We are more than a securities exchange**:
The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We’re proud of the diversity of our organisation and the culture of inclusion that all our people help to build every day. Our employee-led groups are known for celebrating cultural and religious events, championing LGBTIQ+ inclusion (recently achieving AWEI Bronze), inspiring giving and volunteering, promoting gender equality, and wellbeing. We are an Employer of Choice for Gender Equality (WGEA) and a member of the Champions of Change Coalition for the advancement of gender equality in Australia.

**Your Team**:
Within the Technology, Infrastructure division, IT Service Management and Operations own, govern and oversee core ITSM/O process and controls across ASX. The team are committed to delivering a number of strategic initiatives over the course of the year
as well as continue to support BAU responsibilities. You will be part of BAU team and responsible for ensuring ITSM/O processes are continuing to operate aligned to policies and standards.

**Your responsibilities**:

- Ensure IT Service Management and IT Operations activities are performed in alignment to approved policies and standards
- Execute enterprise level ITSM functions in line with standard operating procedures across a number of ITSM/O processes
- Provide thought leadership on industry best practice to inform continuous improvement plans
- Contribute to organisational level ITSM maturity uplift including communities of practice. knowledge management, and training curriculums
- Contribute to the definition of measures intended to drive operational excellence
- Contribute to a culture of collaboration, accountability and service excellence across the organisation

**Your experience and qualifications**:
**Must have**
- 7+ years demonstrated experience working in ITSM/O teams in critical and highly regulated environment
- Knowledge of ServiceNow, specifically ITSM, ALM (HAM, SAM), ITOM (Discovery, Service Mapping, Event Management), Business Continuity Management.
- Proven strong communication, facilitation, influencing and negotiation skills that show you are able to collaborate and build trusted relationships with stakeholders across all levels
- Worked both independently and as part of a team with effective problem-solving skills and a good eye for detail
- Ability to multi-task, and deliver across a number or process disciplines concurrently depending on the needs of the business

**Nice to have**:

- Experience using Atlassian tool suite (JIRA. Agile and Confluence)
- Tertiary education or other relevant industry certification
- Financial services background with knowledge gained through industry experience

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