Itsm Process Specialist

7 days ago

West Perth, Australia Royal Automobile Club of WA Full time

We are seeking you, a highly skilled professional who can ensure the seamless interaction of various ITSM processes, including incident, problem, knowledge, system change configuration, and more.
- If you have a passion for process excellence and possess the technical know-how to drive continuous improvement, this is the perfect opportunity for you
- What will you be doing:

- Managing seamless process management interaction with other ITSM processes, such as knowledge, problem, system change configuration, and incident management
- Enabling the operational execution of RAC's problem management processes
- Reviewing major incidents/problems in accordance with agreed incident management processes through active process management
- Understanding RAC end user computing and ICT service operations demands
- Ensuring ICT operating processes and RAC ICT asset knowledge are up-to-date by coordinating RAC ICT assets knowledge base processes within our IT team (called Enterprise Technology Services or ETS for short)
- Ensuring service delivery process improvement and execution.
- Supporting incident management and service transition planning.
- Reviewing post-incident impact analysis and incident resolution.
- Driving continuous improvement in service delivery procedures and processes.
- Providing problem management support and guidance to the business.
- Maintaining an up-to-date RAC ICT service catalogue and Knowledge base.
- Change and RAC ICT system configuration management.
- Coaching and advising the ETS team.
- Escalation and prioritization of service delivery activities.
- Problem resolution and escalation.
- Change and service request backlog management.
- What will you bring?
- Proven experience in IT service management, with a focus on process management and optimization.
- Strong understanding of ITSM frameworks, such as ITIL.
- Technical proficiency in incident, problem, and change management processes.
- Excellent analytical and problem-solving abilities.
- Strong communication and interpersonal skills.
- Ability to collaborate effectively with cross-functional teams.
- Attention to detail and ability to work in a fast-paced environment.
- ITIL certification is highly desirable.
- What's in it for you
- Training and free certification programs - If you have a growth mindset RAC is the place for you
- Latest and greatest technology - A leading Microsoft Partner here in WA with the largest Azure cloud footprint of any WA company and be provided with a Microsoft Surface to work on
- Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances, Salary Packaging, cheaper Health Insurance and Gym memberships as well as access to Perth’s largest Social Club
- We embrace a hybrid work approach supporting a mix of remote or office where applicable as well as flexible working hours

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