Services Operations Processes Senior Technician

Duties

Under the direction of the OPT Team lead, the incumbent will perform duties such as the following:
- Provide Subject Matter Expertise (SME) to support Ops Centre staff in the operation and continual service improvement of the enterprise processes and ways of working
- Drive the effort in maturing Incident, Problem, Access, Event and Request Fulfilment Management
- Create, format and publish process documentation, and influence
the integration of catalogue of customer facing and IT technical services and other documentation as required
- Assist in all the day-to-day activities associated with the Ops Centre service management tasks and initiatives, including but not limited to planning, prioritizing, coordinating with process owners/Service Delivery Managers, tracking, status updates and identifying and managing issues as they arise
- Supports others to enable them to complete Service Management knowledge activities and form knowledge management habits and reports on progress of knowledge management activities IT Service Management toolsets
- Assist the Ops Centre requirements gathering and configuration of the Service Management toolsets. (Note: the Agency's main toolset is BMC Remedy ITSM).
- Contribute to the Ops Centre effort to automate and improve the Service Management toolsets
- Manage the execution and implementation of Service Management Tools and Reporting, including the analysis and administration of SLM tools to understand key performance indicators for managing service delivery and modern reports for management support, and operational and strategic planning Continual Service Improvements
- Contribute to continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
- Assist in the management of the Agencies Service Delivery Partners when required to integrate vendors processes/procedures into enterprise Agency solutions.
- Monitor process and toolset progress closely in order to coach and guide teams so there is acceptance of new processes and any issues can be quickly addressed
- Investigates problems in processes and services management activities, and implement solutions and preventative measures as necessary
- Contributes to the collection of evidence and the conduct of reviews of activities, processes, data, products or services
- Performs other duties as may be required.

Requirements 

- A minimum requirement of a secondary high school discipline and 2 years post-related experience. In addition to a recommended minimum 2 years post-related
experience, you will possess:
- A higher educational qualification but less practical experience or a less formal educational background combined with particularly relevant practical experience may also be acceptable
- Analyses and reviews business processes; identifies alternative solutions to exploit new technologies and automation
- Customer service – able to de-escalate and troubleshoot advanced customer issues on Service Delivery issues
- Problem Solver – Adept at complex problem solving and collaborating with multiple disciplines including: Support Service Lines, Service Delivery Managers, CIS Support Units, Account Managers and Service delivery staff across a large enterprise and matrix organisation.
- Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of the organization