Change, Problem, and Incident Lead

Posted: 31/10/2024

Closing Date: 30/11/2024

Job Type: Permanent - Full Time

Location: Head Office - Collingwood

Job Category: Banking and Financial Services

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We currently have a permanent, full time opportunity for an IT Change, Problem, and Incident Lead to join our Information Technology team to oversee and coordinate changes in IT systems and processes and manage incidents and problems. This role will be based in our Collingwood Head Office.

The Change, Problem, and Incident Lead will be responsible for managing and coordinating all activities related to change, problem, and incident management processes aligned to ITIL processes and industry best practices. By integrating these processes, you will help maintain seamless IT service delivery, enhance operational efficiency, and support continuous improvement. This role supports the stability and reliability of IT services by effectively planning and coordinating changes, resolving problems and root causes of recurring issues, and promptly responding to incidents to minimise disruption, restore normal operations, and enhance service quality for the Bank.

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- We empower our staff and 185,000+ customers to be part of the clean money movement.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Provide leadership and guidance to Change Advisory Board (CAB) members and broader business stakeholders, fostering a culture of collaboration, accountability, and continuous improvement.
- Set clear expectations and guidelines for CAB members, conducting regular reviews of submissions, and provide coaching and development opportunities to enhance submissions’ effectiveness.
- Develop and maintain policies, standards, procedures and associated instruments related to change, problem and incident management that is aligned to ITIL and Industry best practice.
- Communicate changes effectively to all stakeholders, ensuring awareness and understanding.
- Assess the impact and readiness for changes, ensuring all changes are thoroughly tested and documented.
- Conduct thorough investigations to identify the root causes of problems and implement solutions to prevent recurrence.
- Analyse incident and problem trends to identify areas for improvement and prevent future issues.
- Work with IT teams and the business to develop and implement problem resolution strategies.
- Coordinate the response to IT incidents, ensuring timely resolution and mínimal impact on services.
- Maintain detailed records of incidents and resolutions to improve future incident management processes.
- Identify and mitigate risks associated with changes and incidents, and ensure all change, problem, and incident management activities comply with organisational policies and regulatory requirements.

**What you will bring**
- Proven experience in change, problem, and incident management roles
- Experience in IT service management
- Excellent communication and interpersonal skills, liaising both internally within the organisation and externally with vendors; and the ability to share knowledge and educate others
- Ability to work effectively in a team environment - both leading by example and participation
- Relevant certifications (e.g., ITIL Foundation certification or higher, COBIT) is highly desirable
- Strong leadership and decision-making abilities
- Ability to work under pressure and manage multiple priorities
- Detail-oriented with a focus on continuous improvement
- Demonstrated experience in managing com