Incident & Problem Capability Specialist

**Incident and Problem Capability Specialist**

**Sydney or Brisbane**
- **Drive and own the incident and problem processes; analyse trends**:

- **Perfect for a driven self-starter with a continuous improvement mindset**:

- **Hybrid working model, supportive and collaborative team**

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**

Are you a highly driven, self-starter who is passionate about what they do?

This is a fantastic opportunity for an experienced Capability Specialist who is proficient in Incident and Problem 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.

You will drive and own the Incident and Problem Management end-to end process including governance, monitoring, data analysis and reporting, in line with the SIAM framework and standards.

Being highly proficient in Incident and Problem Management you will be able to facilitate the processes across multiple technology domains and interface with the stakeholders including Incident, Problem, Change, Asset and Configuration Management processes, ServiceNow and MS Collaboration tool delivery teams.

The team is collaborative and supportive, offers a hybrid working model and innovative company culture.

**What you’ll do**:

- Manage event related problems to ensure best resolution and elimination of all the root causes for the specific event or disruptions
- Thoroughly understand the SIAM Framework and Policy to manage the establishment of the problem management capability and the lifecycle of all problems
- Drive Service Providers to update their processes, procedures, and documentation in relation to capabilities managed by this role and assess performance against SLAs
- Provide control for the execution of operational activities in relation to capabilities managed by this role.
- Perform data analysis to identify trends or significant Problems, and drive analysis of root causes to prevent Incidents from happening

**What you’ll bring**:

- Highly motivated, excellent stakeholder engagement and a passion for continuous improvement is essential
- 3 + years of ITIL process experience (Event, Release, Incident, Change, Problem, etc.)
- 5 + years of experience in an IT Operations or Infrastructure support role (Service Desk, Business Analysis, Major Incident Management, NOC, etc.)
- Experience with Incident, Problem and/or Change management procedures and processes within a business environment
- A good working knowledge of IT service principles and frameworks including ITIL, process tools (ServiceNow), frameworks, and best practice methods.
- Demonstrated ability to multi-task and prioritise issues with a high level of initiative
- Demonstrated experience in leading process improvement and organisation change initiatives

**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, 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 life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp Group has been driven by our guiding Purpose - to build futures and protect what matters. To ensure we deliver on that Purpose, we’ve made a commitment, built on trust, empowerment, and flexibility - to help our people unlock their full potential and unleash th