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Job Description
bout Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 742,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
Job Summary:
We are seeking an experienced ITIL IT Service Management (ITSM) Incident & Problem Process Specialist to join our team. The incumbent will be responsible for designing, implementing, and optimizing incident and problem management processes in accordance with ITIL best practices. The ideal candidate will have a deep understanding of IT service management principles, particularly in the areas of incident and problem resolution, and will possess strong analytical and process improvement skills. This role requires the ability to collaborate effectively with cross-functional teams to streamline workflows, enhance service quality, and drive continuous improvement initiatives.
Responsibilities:
- Design, document, and implement ITIL-compliant incident and problem management processes, workflows, and procedures to ensure efficient and effective handling of service disruptions and underlying issues.
- Define incident and problem categorization, prioritization, and escalation criteria in alignment with business priorities and service level agreements (SLAs).
- Collaborate with stakeholders to establish incident and problem management metrics, KPIs, and reporting mechanisms to monitor process performance and identify areas for improvement.
- Conduct regular reviews and assessments of incident and problem management processes to identify bottlenecks, inefficiencies, and opportunities for optimization.
- Develop and deliver training programs and materials to educate IT support teams and stakeholders on incident and problem management processes, tools, and best practices.
- Act as a subject matter expert and advisor on incident and problem management processes, providing guidance and support to resolve complex issues and facilitate root cause analysis efforts.
- Coordinate with IT service desk, technical support, and infrastructure teams to ensure seamless integration of incident and problem management processes with other ITSM functions.
- Lead process improvement initiatives to enhance incident and problem resolution times, reduce recurrence rates, and improve overall service quality and customer satisfaction.
- Implement tools and technologies to automate and streamline incident and problem management workflows, including incident ticketing systems, knowledge bases, and diagnostic tools.
- Stay abreast of industry trends, emerging technologies, and best practices in incident and problem management, and incorporate relevant advancements into process design and optimization efforts.
Qualifications:
- Bachelor's degree in information technology, computer science, or a related field.
- ITIL Foundation certification or higher, with specialized certifications in ITIL Incident Management and ITIL Problem Management preferred.
- Minimum of 6 years of experience in IT service management, with a focus on incident and problem management process design, implementation, and optimization.
- Strong understanding of ITIL framework principles, methodologies, and best practices related to incident and problem management.
- Experience with ITSM tools and software platforms, such as ServiceNow and JIRA Service Management.
- Proficiency in Microsoft Excel and Power BI tool.
- Excellent analytical, problem-solving, and critical thinking skills, with the ability to analyze complex issues and drive root cause analysis efforts.
- Effective communication and interpersonal skills, with the ability to collaborate with technical and non-technical stakeholders at all levels of the organization.
- Proven track record of leading process improvement initiatives and driving continuous service improvement efforts.
- Experience in project management and change management methodologies is advantageous.
- Knowledge of IT infrastructure components, technologies, and systems is desirable.
Due to the secure nature of the role, Australian citizens with a federal government security clearance will be preferred.
Qualifications
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email exectalent@accenture.com and cite the relevant Job Number, or contact us on +61 2 9005 5000.
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
Equal Employment Opportunity Statement for Australia:
At Accenture, our philosophy is anchored in recognising that our people are multi-dimensional. We take an intersectional human approach to create a work environment where all people feel like they can bring their authentic selves to work, every day.
We believe that equality drives innovation. Our commitment to accelerating equality starts at the top with our board and CEO and extends across every part of the company. This comes to life when our people own the equality agenda, making it part of their jobs – every decision, every day – and feel free to speak up and to act.
We do not tolerate discrimination because of differences, such as age, ability, ethnicity, gender, gender identity or expression, religion, or sexual orientation. We want a workplace that is inclusive and diverse to that end we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs.
Locations
Brisbane, Canberra, Melbourne, Sydney
