Resiliency and Criticality Specialist

3 days ago

Sydney, Australia Commonwealth Bank Full time

**Enable**best practice outcomes across Group ITSM
- **Collaborate**across multi-disciplinary tech and governance stakeholders
- **Deliver**framework tools and operational strategies, driving service excellence

**Your team**

Service Operations is focused on ensuring the business IT Service Management requirements are fulfilled by the Technology Delivery and Operational teams. We work with teams across the group to ensure that their work is suitably directed towards meeting the business requirements. To do this the team act as the glue - by prescribing the framework (process, governance, performance standards and cultural alignment) by which our strategic partners integrate into our services ecosystem.

**Your role**

You will be providing governance and support of IT Service Criticality & Resilience Frameworks and Group Maturity Levels ensuring alignment with the business strategy. You will also support the business on the journey by engaging and educating on key resiliency and criticality capabilities and initiatives.

Your key responsibilities will include, but not limited to, the following:

- Develop, maintain, and strengthen IT Service criticality and resilience frameworks (policies, standards, forums etc.) aligned to the broader IT governance model.
- Contribute to the roll out of all IT Service criticality and resilience policies and process across the organisation.
- Collaborate with diverse stakeholders, including leadership, IT teams, and end-users, to gather requirements and ensure effective communication throughout project lifecycles.
- Ability to present your findings and project progress to various audiences, tailoring your communication to meet the needs of technical and non-technical stakeholders.
- Engage with the different IT platform teams and provide guidance for planning and implementing the IT Service criticality and resilience requirements.
- Create clear and comprehensive process maps to visualize and document workflows, identifying areas for improvement and optimisation.
- Craft detailed and actionable user stories that outline functional requirements, ensuring alignment with business objectives and technology solutions.
- Support the integration of criticality framework and Platform Maturity on consuming capabilities such as Risk, Security, IT Service Continuity, Business Continuity and Service Management.

**What you'll bring**
- Extensive knowledge of IT Service Management
- Demonstrable success in delivering Resiliency and Criticality initiatives within a large complex organisation.
- Competence in effectively developing, implementing and influencing the uptake of ITSM process improvement initiatives.
- Highly competent in data analysis, insight generation, stakeholder interpretation and influencing data-driven decision making.
- Knowledge or experience with ServiceNow's GRC and Advanced Risk Assessment module, including its configuration and implementation.
- Familiarity with operational resilience concepts, criticality frameworks, and strategies is a plus, especially in a technology-driven environment.
- ITIL4 Foundation Certification

If this sounds like the role for you then we would love to hear from you.

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Advertising End Date: 19/02/2025

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