ITSM Process Specialist

As an ITSM Specialist, you will be ensuring IT service delivery disciplines and processes are delivering the right business-valued outcomes in accordance to agreed SLAs and to support an integrated ICT problem management and cross-functional delivery capability.

This is a 1-year maximum term opportunity.

What will you be doing?

• Managing ITSM Process Interactions: Managing seamless process management interaction with other ITSM processes such as knowledge, problem, system change configuration, and incident management.
• Enabling Problem Management: Enabling the operational execution of RAC ETS problem management processes and reviewing major incidents/problems in accordance with agreed incident management processes.
• Understanding Service Demands: Understanding RAC end-user computing and ICT service operations demands, ensuring ICT operating processes and RAC ICT asset knowledge are up to date.
• Improving Service Delivery: Ensuring service delivery process improvement, supporting incident management, service transition planning, and continuous improvement to service delivery procedures.
• Providing Management Support: Offering problem management support and guidance to the business, maintaining an up-to-date RAC ICT service catalogue, and knowledge base.
• Managing Changes and Configurations: Handling change and RAC ICT system configuration management, including change and service request backlog management.
• Coordinating and Coaching: Coaching and advising ETS operations team, managing escalations and prioritisation of service delivery activities, and collaborating daily with peer ITSM process managers.

What are we looking for in you?

• ITSM Experience: Demonstrated experience in an ITSM Problem Manager role within an insourced ICT operations environment.
• Project Management Certification: Relevant project management or Agile certifications such as Prince2, PMP, etc., are advantageous.
• Documentation and Process Mapping: Mandatory experience in documenting IT operation knowledge and process mapping.
• ITIL Knowledge: Good knowledge of ITIL best practices for change, release, configuration, problem, incident, and event management.
• Leadership and Goal Setting: Ability to lead oneself and others to succeed by managing expectations and identifying actionable goals.
• Educational Qualifications: Tertiary qualifications in computer science or a related IT discipline are mandatory. Certification in ITIL or COBIT is also required.
• Additional Skills: Experience using Jira is advantageous. Availability to meet operational working hours, reasonable overtime, and occasional travel between RAC sites.

What can we offer you?

• Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RACWA.
• Growth Mindset Culture & focus on Career Development: Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
• Work-Life Balance: Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
• Impactful Projects: Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community.
• Diverse and Inclusive Workplace: Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
• Employee Wellbeing: Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
• Community and Social Responsibility: Engage in meaningful community and social responsibility initiatives that align with RACWA's values and mission.

About RAC

RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians.

RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone. For assistance during the application process, contact