Itsm Practitioner

ITSM Practitioner

**Primary Details**
Time Type: Full time

Worker Type: Employee
- Location: Parramatta
- Type: Permanent, full time

**The opportunity**

We have an opportunity available to join the Technology Team as an ITSM Practitioner, to undertake and support the execution of primarily one or more ITIL service management processes within the ITSM lifecycle. Reporting to the ITSM Lead you will work with the IT Service Managers, the IT Service Team Leaders and relevant Global Process Owners to translate ITSM objectives and plans into actions that maximise productivity and performance, contributing to the successful operation of IT within QBE

**Your new role**

The role holder may undertake, or support, the execution of one or more of the processes below

Key responsibilities in your new role will include;
- Provide information to support definition, and implementation of plans, controls and appropriate Management Information to manage the ITSM, related third party suppliers, and services under management
- Contribute to wider IT strategy through providing relevant information which supports decision and action
- Contribute to the development and refinement of the ITSM processes ensuring integration with other relevant processes and functions in line with best practice (ITIL v4)
- Support the embedding, and work in line with the ITSM processes and controls / Management Information to manage and evidence effectiveness of the processes
- Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (eg CMDB for configuration & asset management)
- Provide information to help identify service improvement activities as part of the Continuous Service Improvement Plan
- Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers)
- Ensure that all ITSM activities are conducted in line with established policies (eg information security, risk)
- Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure service delivery meets current and future business needs, managing customer expectations as necessary
- Undertake, or support, the execution of one or more of the ITSM processes : Major Incident Management, Problem Management, Change Management, Service Introduction, Asset and Configuration Management

**About you**

To be successful as an ITSM Practitioner you will have previous experience within ITSM and related functions, along with experience working within a multi-vendor environment and complex infrastructure. You will also have;
- Good supplier management skills, with the ability to proactively manage customer expectations
- Experience working within a pressured environment, often to tight deadlines
- Experience of delivering service within a multi-team, complex business environment
- Good knowledge of key service management functions
- ITIL V4 foundation certificate - Expert (or equivalent) or Practitioner within one or more processes.

**About QBE**

We can never really predict what's around the corner, but at QBE we're asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage. We're an international insurer that's building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We're proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities. With more than more than 13,000 people working across 27 countries, we're big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.

We believe this is our moment - what if it was yours too? Your career at QBE - let's make it happen

**Benefits**

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

- 'Hybrid Working' - a mix of working from home and in the office to enhance your work/life balance
- Our 'Thriving at our Best' wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
- 18 weeks' gender-equal flexible leave for all new parents, including paid super
- The ability to maximise retirement savings through voluntary super contributions and company matching
- Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
- Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners

**Rewards & Recognition**

We value our employee's experience with us and are proud to have been recognised for the following awards:

- 2021 LinkedIn Top Employer & HRD Employer of Choice
- 2020 Best Wo