Incident Process Practitioner

**Job Details**:
**Location**

Canberra

**Salary**

Negotiable

**Ref**

BBBH92802_1662012802

**Contact**

Michelle Somlyay

**Posted**

about 2 hours ago

Incident Process Practitioner
- ** Permanent Opportunity - you can be based in Melbourne, Canberra or Brisbane**:

- ** Salary around $135k to $165k plus 14% super**:

- ** Large transformation work happening**:

- ** Citizenship mandatory**

**Our Client**

Our client is a government-owned organisation responsible for providing services which are essential to the nation's safety and economic security. They are committed to the continual improvement of their services by becoming leaner, more efficient and more responsive to the changing needs of their customers.

**The Role**

As Incident Process Practitioner, you will work with stakeholders across the enterprise to drive the adoption of the Incident process and procedures, adapt it to the organisations needs and embed into our service delivery framework.

You will oversee and administer the incident management process, working across the Value Chain to ensure that the appropriate procedures are followed, outcomes delivered, and impacts minimised across the organisations managed environments.

**Key Responsibilities**
- Lead and own process design, ensuring it aligns with the technology and service management frameworks to meet the needs of the organisation.
- Lead the continuous improvement of the incident and major incident management process including response effectiveness, process efficiency (including incident templates for notifications) and customer satisfaction.
- Define Key Performance Indicators (KPIs), monitor and improve performance of the process, driving efficiencies through automation and digitalisation.
- Ensure that appropriate process documentation is available and current.
- Periodically audit the process to ensure compliance to policy and standards.
- Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
- Address escalated issues with running of the process.
- Provide an interface to the process for executive level stakeholders and Commercial Management.
- Be responsible for ensuring that the process is effective and efficient in daily operations.
- Engage with stakeholders to ensure resources are provided to support required activities.
- Ensure that process technicians have the required knowledge and the required technical and business understanding to deliver the process and understand their role in the process.
- Be responsible for collaborating with other Process Managers (internal and external) to ensure all process interfaces are effective and efficient.
- Collaborate with Support Services team and external stakeholders on process improvement initiatives.
- Be accountable for the overall quality of the process and oversee the management of and organisational compliance to the process policies, procedures, workflows, and use of the tools / technologies associated with the process.
- Other duties as required to undertake the role.
- Be contactable during and outside of business hours to meet operational requirements.

**Experience Required**
- Demonstrated understanding of ITIL, with particular emphasis on service transition and assurance and associated processes.
- Proven Incident and Major Incident Management experience.
- Experience in report writing including development of reports.
- Proven ability to influence and operate under pressure.
- Experience in understanding and developing processes and procedures, which define the Airservices technical environment and linkages to other processes and procedures. e.g., Airservices Technology Management Standard, ITIL and the Airservices Safety Management Systems.
- Highly developed interpersonal, representation and communication skills, including a proven ability to develop, influence and maintain working relationships at senior levels.
- Demonstrated and strong experience in business writing/reporting, including conversion from technical to business language.
- Experience in managing documentation and procedures.
- Experience using toolsets such as ServiceNow, SAP and MS Excel.
- Experience in the use of and analysing and reporting on data from multiple sources.
- Business Process Improvement Skills e.g., Lean, Six Sigma.
- ITIL Foundation Certification (desirable).
- ITIL Service Lifecycle - Service Transition Certification (desirable).