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Incident Process Practitioner

Apply now Job no: 499860
Work type: Full Time Permanent
Location: VIC, ACT, QLD, Various
Categories: Information Technology, Technology, Aviation

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 Incident Process Practitioner you will be an integral part of the Support Services team, developing and maintaining efficient and reliable enterprise-wide process and practices, playing an enabling role within value chain to deliver successful and repeatable service outcomes across Airservices. Define Key Performance Indicators, monitor and improve performance of the process, driving efficiencies through automation and digitalisation.

You will be responsible for:

  • Lead and own process design, ensuring it aligns with the technology and service management frameworks to meet the needs of the organisation.
  • Lead the continuous improvement of the incident management process including response effectiveness, process efficiency, and customer satisfaction.
  • Define Key Performance Indicators (KPIs), monitor and improve performance of the process, driving efficiencies through automation and digitalisation.
  • Ensuring that appropriate process documentation is available and current.
  • Collaborating with other Process Managers (internal and external) to ensure all process interfaces are effective and efficient.
  • Maintaining an effective working relationship with Airservices’ management and staff, outsourced or partnered service providers, vendors and governance areas relating to incident management.

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

Download File PD - Incident Process Practitioner.pdf

The Person

As the successful applicant you will have:

  • Proven ability to influence and operate under pressure.
  • Demonstrated understanding of ITIL, with particular emphasis on service transition and assurance and associated processes.
  • Proven Incident and Major Incident Management experience.
  • Experience in understanding and developing processes and procedures, which define the Airservices technical environment and linkages to other processes and procedures.
  • Highly developed interpersonal, representation and communication skills, including a proven ability to develop, influence and maintain working relationships at senior levels.
  • Demonstrated and strong experience in business writing/reporting, including conversion from technical to business language.
  • Experience in managing documentation and procedures.

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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