What you'll do: Work with the process Capability Specialists within the SIAM CoE to design and implement ITIL best proactive workflows and modules within the Service Management tool (ServiceNow).Assist with the technical ownership of the SIAM and Service Management capabilities.Own the designs for capabilities and data modelling within the ServiceNow platform to ensure we drive best practice and enhance our process in alignment with ITIL v4 within the scope of SIAM.Develop a backlog in line with Continuous Improvement in JIRA and track/progress and update.Continual service improvements across all the SIAM processes including recommended tool enhancements, working with other teams to ensure continuous strategic improvements.Manage Key Performance Indicators and SLAs agreed with the Business Stakeholders and Vendor Management.Provide data for Governance and reporting for all implemented SIAM processes.Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management and other SIAM Capabilities Develop effective working relationships with internal customers, and external vendors and partners. What you'll bring: A good working knowledge of IT service principles and frameworks including ITIL, process tools (ServiceNow), frameworks, and best practice methods.3 + years of ITIL process experience (Event, Release, Change, Problem, etc.)5 + years of experience in an IT Operations or Infrastructure support role (Service Desk, Business Analysis, Major Incident Management, NOC, etc.)Experience with Incident, Problem and/or Change management procedures and processes within a business environment.Demonstrated experience in leading process improvement and organisation change initiatives.Motivated, goal oriented, persistent and a skilled negotiator, demonstrated ability to multi-task and prioritise.Strong stakeholder management, with the ability to work collaboratively with the wider service team and can work across multiple technical groups, stakeholders, and processes to achieve the desired outcomes.ITIL v3 or v4 Foundations or relevant experience.SIAM Foundation Certification preferable. What we can offer you: Discounts and offers on a range of retail favourite stores as well as banking and insurance products.A range of flexible working and leave options, including 20 weeks paid parental leave and 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.Invest in your brighter future with ongoing study support and career development programs.Give back to our communities with payroll giving, donation matching and paid volunteer leave.Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
