Just imagine your future with us…
At Aurecon we see the future through a very different lens. Do you?
Innovation, eminence, and digital are at the heart of everything we do. Are you excited about the future?
Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best?
We are. Diversity is at the core of everything we do. We work together to create a culture based on respect, trust, and inclusiveness. Our differences are what fuel our creativity.
The ITIL Specialist t is responsible for working with other process owners to ensure there is an integrated approach to the design and implementation of Change, Incident and Problem Management, Request Fulfillment Management, Access Management, as well as other ITIL process areas. Also, responsible for the above mentioned process functions across the Aurecon Group, along with other progressing functions such as Service Design and Transition.
Responsibilities:
- Develop and/or improve processes and also identify opportunities to better leverage existing technologies used to manage new and existing processes:
>Process Improvement – responsible for ensuring current and new ITIL processes are properly implemented by working with existing process owners to provide guidance and insight into process expectations and provide constructive and actionable feedback.
>Process Development – working with appropriate resources to understand development and document the processes needed to help expand and tailor the ITIL framework to the Aurecon environment.
>Process Delivery – for new ITIL process being implemented, act as the process owner to review, define and execute the process activities with the support of the rest of the IT organisation. This will also include training and education of the IT and supporting business teams of the process expectations and methodology to ensure that the IT Organisation understands and implements the processes.
- Maintaining the Managed Services process architecture, reviewing, and evaluating all proposed changes, whilst ensuring all processes operate in a seamless way.
- Provides strategic oversight of the ITIL processes and the interdependent cross-functional business tasks.
- Acts as a subject matter expert and oversees all Managed Services Operations Processes.
- Collaborate with cross functional teams to create a governance framework, strategy and process for all new service introductions and Continual Service Improvement.
- Raise and maintain awareness of the Operations processes, including communicating information about, and any changes to, the processes internally with Managed Services and cross-functionally.
- Accountable for working with existing Operations Leads and other Process Leads in Delivery to create and maintain current knowledge articles and process documentation exist and are updated as an output to the enhancements, agile stories and /or new program initiatives
- Identify improvement opportunities, and helping to deliver them, is a key accountability factor for any process owner as well as identifying and resolving process issues.
- Maintain holistic oversight of process design, continual improvement of the processes and associated metrics
Qualifications:
- Tertiary qualifications in Computer Science, Information Technology or Engineering is highly desirable
- At least 5 years’ experience in Information Technology
- Sound working experience of Service Management / ITIL processes
- Use and management of ServiceNow with the ability to create reports
- Experience in service delivery leadership roles within a technology environment
- Experience working in a service environment where ITIL service management principles and processes are implemented.
- Leadership and people management experience; goal setting, coaching, performance managing and inspiring others to achieve.
- Solid understanding of technology services (including ITIL) with sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies.
- Experience of enterprise level applications is advantageous
- ITIL v4 Foundation/Practitioner skills in Service Operations particularly activities of Incident, Problem Management, Change Management
- Strong experience and knowledge of ITSM and ServiceNow
- Prior Change Management experience using a Service Management tool e.g. ServiceNow
- Knowledge of Microsoft productivity applications and confident use in the Microsoft Office tool set, email and web browser.
Our Aurecon Attributes describe the types of people we bring together for clients. We don’t expect you to have all eight of the attributes, but one that is unique to you.
Finally, we value that each of our team members brings something different to Aurecon. We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life. Does that sound like you?
About Us
We’ve re-imagined engineering.
Aurecon is an engineering and infrastructure advisory company, but not as you know it!
For a start, our clients’ ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world’s most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.
We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can’t.
Think engineering. Think again.
Want to know more?
You can learn more about what it’s like to work at Aurecon by visiting the careers section of our website.
If you are intrigued or excited by what you have read, then we want to hear from you. Apply now!
