Main characteristics
- Location
- Brisbane, Queensland
- Company
- Michael Page
- Employment type
- Temporary
- Category
- Information Technology
- Industry
- Energy & Natural Resources
Job summary
About Our ClientOur Client, a Global mining Powerhouse, is seeking a BA to be part of their Team!
Job Description
- Define, develop and communicate the practices and processes as needed for the uplift for IST Platforms focusing on Communications, Customer Satisfaction and Service Transition to the Service Desk.
- Define, develop and communicate the practices and processes for effective communications for the various processes used with IST Platforms to provide support.
- Define the templates for automated communications for within ServiceNow Toolset ensuring they are suitable for the target audience and branded to Organisation standards.
- Establish working groups within support teams and our support partners to engage on challenges with communications, improving communications and ensuring service experience standards are being delivered on.
- Ensure standards and methods for communication relating to Platforms operational comms are available, maintained and adhered to.
- Define, develop and communicate the practices and processes as needed for effective Customer Survey management including effective communication for "closing the loop" where negative feedback has been provided
- Support and mentor support teams within Platforms in managing customer survey feedback so that it is consistent within the team.
- Establish a process for active engagement with the Organisation around their satisfaction related to services provided beyond reactive ticket surveys.
The Successful Applicant
- Experience working in a SIAM / ServiceNow / Service Desk role, driving and embedding change in a complex, multi-provider environment..
- Delivering or managing a broad range of IT services and Tier 1 service providers in a global context.
- Influencing other internal teams to ensure a seamless IT service is delivered.
- Working with external service providers, including outsource providers, extracting value and driving continuous improvement in service outcomes for customers, and customer satisfaction / experience.
- Incident Management process and ServiceNow Incident Management product owner role mandatory.
- Knowledge of the practical application of service management processes is desirable.
- Understanding of ITIL 4 framework, IT Service Management practices, processes and tools.
- Industry best practice Service Desk processes, technologies and practices.
- Industry practices in relation to communications, customer satisfaction management and service transition
- Understanding of service experience as it relates to IT Platform Operations
- Continuous Improvement methodologies.
- Business Process Design
What's on Offer
This is a fantastic opportunity, within the global arena, where the below is possible:
- WFH flexibility
- 6 Month contract with scope for extension
- Supportive and inclusive working environment
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