Role Purpose

The primary purpose of this role will be to support ITIL aligned core processes, including providing guidance to operational teams to effectively minimise ongoing impacts to service.

Role Objectives

As part of the process team, provide a point of contact responsible for operating, managing, and governing core processes - IT Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management across the MS business unit and clients.

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  Work with internal and external stakeholders to embed the processes within MS delivery.
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  Responsible for the ongoing maturity of the processes across the business unit.
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  As part of the team, will be responsible for providing operational reporting and metrics for the MS business unit.
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  Educate service owners/leads to use metrics for their own services, and to drive ongoing CSI activities.
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  Own process documentation: including creation, updating, and using for training as required.
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  Conduct Incident trending, using data analysis to minimize the impact of future similar Incidents.
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  Work to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
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  Coordinate problem resolution across internal support groups, vendors, suppliers, and customers.
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  Directing operational teams to conduct investigations to establish root cause and implement corrective actions.
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  Accountable for the delivery of Root Cause Analysis and problem resolution.
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  Collaborate with clients and where required third party vendors to both maintain and build on relationships between CI’s to gain a complete understanding of the technology landscape.
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  Reconciles Completeness and Accuracy of CI data against agreed Data Sources, and evaluates any exceptions.
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  Support process deployment to new clients, with an in-depth understanding of contractual support requirements.
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  Identify and implement continuous improvement opportunities across the processes.

Skills, Experience & Qualifications

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  Proven operational ITSM process management experience following the ITIL framework.
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  Demonstrable process deployment and continual service improvement experience.
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  Previous recent exposure to working in the ServiceNow platform desirable.
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  Strong communication skills essential.
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  Strong influencing and relationship management skills.
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  Excellent ability to manage multiple high priority activities.
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  Flexibility to adjust to changing requirements, schedules and priorities.
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  Self-driven and resourceful to achieve goals independently, as well as work well in groups.
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  High level of IT literacy – MS 365 (Word, Excel, PowerPoint and SharePoint).
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  Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change and innovation over extended periods of time.
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  Self-sufficiency - The ability to self-govern own learning and training requirements.
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  Tenacity - The ability to navigate past setbacks in order to achieve business outcomes.
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  Regulation - Consciously manages personal contributions to accurately articulate advice and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers.
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  Adaptability - Manages away from perfection, is able to tailor capabilities, methods and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices.
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  University degree in an IT Discipline, or equivalent in years of progressive experience in enterprise level IT environments.
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  ITIL v3 Foundation certification as preferred.