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Process Consultant (Incident/Problem Management)


Entry Level career opportunity within a professional team | Experienced management | Great team culture, and company benefits | Perth CBD location

  • Problem/ Incident Administrator
  • ITIL Framework
  • ITSM Processes
Entry level career opportunity within a professional team | Experienced management | Great team culture, and company benefits | Perth CBD location

 The Role                               

This is a rare permanent opportunity based in Perth's CBD. This junior role will be working within our IT Service Management (ITSM) team, with responsibility for Problem and Incident Management processes. In collaboration with the ITSM Practice Manager, you will provide Problem and Incident Management Administration across Empired's Infrastructure Services customers and work with the Empired Delivery organisation, including our Service Delivery Managers, Practice Managers, Delivery Team Leaders and Delivery Teams.  The opportunity will suit a person with operational experience and exposure to problem and incident administration.  

You will be responsible for:  

• Driving, developing, managing and maintaining Problem process and     associated procedures.
• Driving the efficiency and effectiveness of the Problem and Incident management by implementing continuous improvement activities.
• Producing management information, including KPIs and reports, within agreed timeframes.
• Participating in the cascading of the Problem and Incident management process and procedures across the clients and all levels within Empired.
• Ensuring that Problem, Incident management and related processes and procedures based on the ITIL framework are executed consistent with established SLAs.
• Chairing and documenting Problem review meetings as required.
• Collaborating with other ITSM process streams and projects.
• Driving the resolution of problems and incidents by coordinating technical resources and restoration actions, all with a sense of urgency and accountability.
• Providing excellent stakeholder communication around problems and incidents.

Skills and Capabilities Required

As the Problem/Incident Administrator you will be required to have proven skills or exposure to the following:

• Exposure to and basic knowledge of IT Service Management principles, methodologies and procedures.
• Understanding of service delivery technologies and the application of these technologies relevant to IT Service Management.
• ITIL framework (Foundations Certificate as a minimum) essential.
• Proven ability to operate problem and incident management improvement initiatives promoting quality assurance and consistency.
• Attributes and ability to lead and inspire staff across the organisation through to a common objective.
• A strong service management attitude, with commitment to quality standards and continuous improvement.
• Familiarity with and willingness to acquire knowledge and understanding of issues associated with service delivery management, contract management, outsourced service delivery and associated activities.
• Strong analytical skills and a structured, methodical approach.
• Performing and coordinating root cause analysis and trend analysis, with clear evidence of the ability to manage complex and large scale issues with IT services.
• Broad IT technical knowledge essential.
• Strong communication, interpersonal and team skills.
• Effective presentation skills.
•Self-motivated and a demonstrated ability to work autonomously.  

Underpinning Empired is our commitment to our values:
• Dedication to Excellence
• Our People are the foundation of our success
• Integrity in all our dealings
• Achievement through Collaboration  

What Empired Can Offer You:

• A genuine commitment to a realistic work/life balance
• Defined career paths supported by individualised learning and development plans
• Robust on-boarding, orientation and induction programmes
• Great social club events
• Health & Wellness Programmes
• Salary Sacrifice options

Click on the Apply button Now and we will call you in the next 48 hours.

Apply for this position

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