Itsm Process Manager

**Hi, we're Epicon** a growing IT Services and Consulting company, powered by Telstra Purple.

We’re a ServiceNow Elite Partner, delivering specialised integration technology that can connect all IT management systems - both cloud and on-premises, creating a single unified environment.

**The opportunity**

The Process Manager role is an integral part of the implementation teams. The role is regarded as critical to the successful delivery of client projects and is often the senior point of contact for an engagement.

The role provides professional development opportunities for self-direction, team leadership, project management and stakeholder engagement. Typically, a Process Manager will be assigned technical resources and will lead business requirements workshops and solution design.

It is therefore a pre-requisite that Process Manager have extensive skills, experience and working knowledge of the following:

- Business Analysis
- Project Management
- IT Service Management processes, functions, toolsets
- A mature understanding of complex service delivery environments.

**About you**
- Demonstrated experience working on large and complex ITSM projects
- Experience collating and documenting business requirements
- Demonstrated ability to develop and promote ITIL Service Management processes
- Experience with ServiceNow and other service management toolsets
- Experience with workshop facilitation and requirements gathering
- Experience with writing use cases, developer stories and test scripts
- Experience coordinating Test Management activities and defect management
- Experience developing project communication and training materials
- Some basic understanding of programming/scripting languages, preferably JavaScript

The Process Manager role is expected to obtain and/or maintain the following industry knowledge and professional certifications:

- ITIL Foundations
- ITIL Practitioner (preferred)
- ITIL Expert (Highly desirable)
- Agile Practitioner
- Agile SCRUM Master (Highly desirable)
- PRINCE2 Project Management Foundations
- PRINCE2 Project Management Practitioner (Highly desirable)
- BABOK Business Analysis Foundations
- BABOK Business Analysis Practitioner (Highly desirable)
- ServiceNow Certified Systems Administrator (ServiceNow Foundations)
- ServiceNow Certified Application Developer
- ServiceNow Certified Implementation Specialist - ITSM
- Splunk Certified Core User (Foundations 1)
- Splunk Certified Power User (Foundations 2)

The position is based in **Canberra but we are flexible with locations. **Australian citizenship is a requirement. A minimum baseline security clearance is preferable. A hybrid of working from home, office and/or client site.

***

**What we offer**
- 16 weeks paid parental leave for both primary and secondary carers
- 15 days per year, dedicated to your professional development, so you can upskill, leaving your holiday allowance intact
- $4200 toolkit allowance renewed every 2 years - when it's time to renew, you keep your previous kit
- Access to an up-to $10,000 annual bonus
- A free mobile phone and plan - you'll never see a phone bill
- A bonus day off per year, for you to spend as you like
- Purchased Annual Leave scheme
- 25% discount on Telstra products and service
- Work-life integration and workplace flexibility**Why Epicon?**

We’re unlike any IT service you’ve worked with before, and that’s largely because of how we define success. We value our customers and their goals. We value integrity. We value kindness. We are successful because of our incredibly talented people who also prioritise these things. And we’re a hive for innovation and a fun place to work.

Being part of Telstra Purple brings a lot of perks too. Access to a diverse range of expertise, world-class partnerships and a lot of knowledge all under one roof provoking change and inspiring digital transformation.