Siam Capability Specialist Service Catalogue and

**Capability Specialist - Service Catalogue and Request**

**Brisbane OR Sydney**
- Unique opportunity to join a leading Australian insurer during a transformative era
- Have input to future direction with lots of autonomy, really make your mark
- Collaborative and supportive team environment, hybrid working

We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler and better for our customers and each other.

**About the role**

This is an exciting opportunity for an experienced Capability Specialist who is proficient in Service Catalogue and Request Management, along with IT Service Management, to work with a talented team in a high-performance culture in the Service Integration and Management (SIAM) domain.

Service request management is a key component of the ITIL framework and is designed to plan, implement, control, review and audit the service request process to ensure the best possible service for customers. You will provide specialist expertise and ownership of the Service Catalogue and Request Management discipline within Suncorp including process development and documentation, governance, monitoring, and reporting on the end-to-end process in line with the SIAM framework and standards.

Specifically, you will be responsible for managing the service catalogue, ensuring that all services are current, accurate, and available for use. The Service Catalogue and Request Manager will collaborate with various stakeholders to understand their requirements, create and maintain service offerings, and ensure that users have a seamless experience when requesting services. You will also play a key role in future enhancements to the discipline eg What’s working/what isn’t? What changes should be made to improve the efficiency and effectiveness of the process etc

If you want a role where you can really make your mark and take ownership of a discipline, managing and governing the process and being fundamental in the maturity uplift, then this could be the role for you

**What you’ll do**:

- Manage and optimize the Service Request Management process and Service Catalogue within ServiceNow.
- Ensure Service Request processes align with ITIL best practices.
- Work with various teams to identify and improve Service Request processes.
- Develop, analyse and report on Service Request performance metrics.
- Collaborate with stakeholders to define and prioritise Service Request requirements.
- Lead Service Request process improvement initiatives.
- Develop and deliver Service Request management training to stakeholders.
- Produce metrics, reports and dashboards to monitor and manage the Service Request process

**What you’ll bring**:

- Minimum of 3/4 years’ experience performing service management role/s (eg Service Catalogue and Request Management) in complex organisations with multi-sourced delivery models
- A good working knowledge of IT service principles and frameworks including ITIL, process tools (specifically ServiceNow), frameworks, and best practice methods.
- Exposure to Service Request Management in an Agile environment
- Demonstrated experience in leading process improvement and organisation change initiatives
- Experience working in a financial services organisation would be advantageous
- Strong communication skills, ability to present to a wide range of stakeholders
- ITIL v3 or v4 Foundations or relevant experience

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave and 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

**About Suncorp Group**:
We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through lif