ITSM Process Specialist

at  Royal Automobile Club of WA

We are seeking you, a highly skilled professional who can ensure the seamless interaction of various ITSM processes, including incident, problem, knowledge, system change configuration, and more.
If you have a passion for process excellence and possess the technical know-how to drive continuous improvement, this is the perfect opportunity for you!

What will you be doing:

• Managing seamless process management interaction with other ITSM processes, such as knowledge, problem, system change configuration, and incident management
• Enabling the operational execution of RAC’s problem management processes
• Reviewing major incidents/problems in accordance with agreed incident management processes through active process management
• Understanding RAC end user computing and ICT service operations demands
• Ensuring ICT operating processes and RAC ICT asset knowledge are up-to-date by coordinating RAC ICT assets knowledge base processes within our IT team (called Enterprise Technology Services or ETS for short)
• Ensuring service delivery process improvement and execution.
• Supporting incident management and service transition planning.
• Reviewing post-incident impact analysis and incident resolution.
• Driving continuous improvement in service delivery procedures and processes.
• Providing problem management support and guidance to the business.
• Maintaining an up-to-date RAC ICT service catalogue and Knowledge base.
• Change and RAC ICT system configuration management.
• Coaching and advising the ETS team.
• Escalation and prioritization of service delivery activities.
• Problem resolution and escalation.
• Change and service request backlog management.

What will you bring?

• Proven experience in IT service management, with a focus on process management and optimization.
• Strong understanding of ITSM frameworks, such as ITIL.
• Technical proficiency in incident, problem, and change management processes.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to collaborate effectively with cross-functional teams.
• Attention to detail and ability to work in a fast-paced environment.
• ITIL certification is highly desirable.

What’s in it for you

• Training and free certification programs – If you have a growth mindset RAC is the place for you!
• Latest and greatest technology – A leading Microsoft Partner here in WA with the largest Azure cloud footprint of any WA company and be provided with a Microsoft Surface to work on
• Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances, Salary Packaging, cheaper Health Insurance and Gym memberships as well as access to Perth’s largest Social Club
• We embrace a hybrid work approach supporting a mix of remote or office where applicable as well as flexible working hours

RAC is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application or contact for assistance through the recruitment process. #LI-JC

• Managing seamless process management interaction with other ITSM processes, such as knowledge, problem, system change configuration, and incident management
• Enabling the operational execution of RAC’s problem management processes
• Reviewing major incidents/problems in accordance with agreed incident management processes through active process management
• Understanding RAC end user computing and ICT service operations demands
• Ensuring ICT operating processes and RAC ICT asset knowledge are up-to-date by coordinating RAC ICT assets knowledge base processes within our IT team (called Enterprise Technology Services or ETS for short)
• Ensuring service delivery process improvement and execution.
• Supporting incident management and service transition planning.
• Reviewing post-incident impact analysis and incident resolution.
• Driving continuous improvement in service delivery procedures and processes.
• Providing problem management support and guidance to the business.
• Maintaining an up-to-date RAC ICT service catalogue and Knowledge base.
• Change and RAC ICT system configuration management.
• Coaching and advising the ETS team.
• Escalation and prioritization of service delivery activities.
• Problem resolution and escalation.
• Change and service request backlog management