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Problem Process Practitioner

Apply now Job no: 499862
Work type: Full Time Permanent
Location: VIC, ACT, QLD, Various
Categories: Information Technology, Analysis

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

As the new Problem Process Practitioner, you will oversee and administer the problem management process, working across the Value Chain to ensure that the appropriate procedures are followed, and outcomes delivered for all change requests submitted which impact the Airservices Australia managed environments.

You will be an integral part of the Support Services team, developing and maintaining efficient and reliable enterprise-wide process and practices (i.e., across ICT and OT environments), playing an enabling role within value chain to deliver successful and repeatable service outcomes across Airservices.

In this role you will:

  • Lead and own process design, ensuring it aligns with the technology and service management frameworks to meet the needs of the organisation.
  • Define Key Performance Indicators (KPIs), monitor and improve performance of the process, driving efficiencies through automation and digitalisation.
  • Monitor and report on open problems with teams to reduce the overall impact on the business.
  • Drive proactive prevention activities to reduce the recurrence of problems by maintaining close working relationships with change management and incident management functions.
  • Ensure that appropriate process documentation is available and current.
  • Periodically audit the process to ensure compliance to policy and standards.
  • Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.

Please see the link below to view the full Position Description:

Download File PD - Problem Process Practitioner.pdf

The Person

The successful applicant will have:

  • Demonstrated understanding of ITIL, with particular emphasis on service transition and assurance and associated processes.
  • Proven experience in leading the Problem Management process, working within a Service Management framework, ideally spanning an IT/OT environment.
  • Demonstrated and strong experience in business writing/reporting, including conversion from technical to business language.
  • Experience in managing documentation and procedures.
  • Experience using toolsets such as ServiceNow, SAP and MS Excel.
  • Experience in the use of and analysing and reporting on data from multiple sources.
  • Business Process Improvement Skills e.g., Lean, Six Sigma.
  • ITIL Foundation Certification (desirable).
  • ITIL Service Lifecycle - Service Transition Certification (desirable)

Airservices Australia is a diverse and inclusive employer that recognises the benefits of having a workforce that reflects the communities in which we work. We encourage applications from diverse groups including Aboriginal and/or Torres Strait Islander people.

Security Clearance

 To be eligible to apply, you must be an Australian citizen as an AGSVA Security Clearance is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Laura Ferguson - TA Partner laura.ferguson@airservicesaustralia.com

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST) Wednesday 6th July 2022.

Advertised: AUS Eastern Standard Time
Application close: AUS Eastern Standard Time

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