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IT Service Management Lead

Apply now Job no: 525029
Brand: Decipha
Categories: Corporate Services
Work type: Permanent Full Time
State: VIC
Location: Abbotsford

Look after our people, Delight our customers & community, Build a sustainable business 

Customer Experience & Digital Technology is at the core of Australia Post’s long-term vision & strategy. That’s why our teams of technologists specialising in Engineering, Analysis and Design coupled with our Delivery craft are enabled to deliver iteratively under a well established Scaled Agile Framework.

We provide a collaborative and supportive environment that ensures we deliver the best in market products & features - continually developing and enhancing commercial offerings via a unique breadth of projects operating in a dynamic, small team culture that is agile and feels more like a start-up than a 213-year old icon. 

With a proven track record for creating products that our customers love and trust, we are committed to delivering a sustainable future for Australia by creating market leading digital experiences which delight our customers & community.

We’re on the lookout for innovative people to join our teams. You will be responsible for managing and transforming products, delivering innovation and building out our enterprise digital products & services offering to support online growth.

What does the role involve? 

Reporting to the IT Operations Manager, the IT Service Management Specialist oversees the transition of new services into the production environment, in a controlled and co-ordinated manner, ensuring risks are assessed to minimise disruption and service impact to normal operations. Ensures support requirements are captured and addressed early, setting and meeting clear checkpoints from transition through to production. Seeks and drives efficiency improvements of service transition processes. 

The IT Service Management Specialist has ownership of the operational IT Change Management process, ensuring that changes are effectively managed in a manner that minimises unplanned service disruption and ensuring all releases of new services and changes satisfy the required quality criteria required before being released into production (BAU).

The IT Service Management Specialist is responsible for developing and creating IT operational reports and dashbaords, acts as a knowledge management custodian and assists the IT Operations Manager with the purchase of new IT hardware, software and services as well as measuring the performance of IT service partners. 

What will you be doing?

  • Develop and maintain policies, procedures, standards and frameworks across transition planning & support, change management, service asset and configuration management, knowledge management
  • Develop and maintain templates and workflows for change and transition to BAU
  • Defines and maintains transition plans, creates and update artefacts, determines appropriate support models, and performs a range of transition to support activities to ensure delivery of scope within required timeframes
  • Works with Project Managers and Solution Designers to articulate support risks and issues and determine a possible solution
  • Implements structured processes which provide a consistent approach to the logging, assessment and review of changes
  • Ensure changes to the Change Management process are communicated clearly to all relevant stakeholders
  • Prepares and chairs CAB meetings
  • Reviews proposed changes and challenges change owners where applicable
  • Provides guidance to CI owners with regards to service asset and configuration management

Essential Experience:

  • More than 3 years commercial Information Technology experience
  • Demonstrated experience working across multiple IT Service Management disciplines including a minimum of 1 year working as an IT Change Manager and/or Service Transition specialist with a demonstrated understanding of the key concepts associated with managing change, transition planning and support.
  • Experience creating and maintaining IT Operational reports and dashboards.
  • Sound knowledge of IT Service Management processes including but not limited to Incident Management, Problem Management, Change Management  and Knowledge Management
  • Strong Operational understanding and technical knowledge of ITIL including the use of ITSM tools (i.e ServiceNow).

Technical and/or Professional Qualifications/Skills required: 

  • Tertiary qualification in Information Technology
  • ITIL certification (Desirable)
  • Microsoft 365
  • Microsoft PowerBI (desirable)
  • Project Management certification (desirable)
  • Strong statistical capabilities with the ability to present data in the context of business requirements.
  • Strong interpersonal skills
  • Ability to meet deadlines

We believe investing in our people is good business.  

That’s why we have a team dedicated to career coaching and support for our employees. We have a culture that promotes genuine work/life balance ensuring that we look after our people and continue to build a sustainable business.
Our teams operate flexibly so please speak to us about what this could look like for you

You will have:

  • Autonomy in the role
  • On the job learning and development
  • Opportunity to work with new and emerging technology
  • Access to key learning platforms like LinkedIn Learning and Udemy
  • A sense of purpose driven by vision and team mission
  • An awesome group of people who love to have fun 

Together, our differences make us stronger.     

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post, here. If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at inclusivecareers@auspost.com.au.   

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.      

Ready to join the next evolution of Australia Post?   

Click apply now, to help shape our tomorrow.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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