Incident Manager

• Longterm Contract Opportunity
• Canberra City Office Address
• NV1 Clearance highly desirable

Our Client, a large Federal Government Agency is seeking to engage an enthusiastic and self-driven ICT Incident Manager to support the team in a day to day management of matters relating to incidents for technical ICT and core business operations, processes within the Agency's Service Operations Section of the Digital Technology Branch, including participating in section planning for short term tasks and contributing to strategic planning for longer term initiatives. The role is responsible for undertaking work that is moderately complex to complex and/or sensitive in nature, under limited direction, utilising expertise and knowledge within the area of IT and operational support.
Under direction of the relevant Director / Team Lead, perform the following tasks and responsibilities:

• Assist staff on the phone via email with incidents and service requests within an ITIL framework;
• Undertake Level 1 and 2 desktop support for staff across the Agency, including hardware maintenance, hardware replacement and remote site support;
• Perform system administration and assest management tasks; potentially including hardware reallocations and assest auditing;
• Undertake trend analysis and incident resolution, including the additions to and maintenance of knowledge database information
• Provide assistance with the research, evaluation and recommendations for improving service delivery to the Agency;

Responsibilities:

• Managing the day-to-day operation of the incident management process; and overseeing problem management during an electoral event;
• Responding to reports of incidents; and initiating the incident management process including the management of the incident, communicating and coordinating with business areas, external 3rd parties, and team members involved in resolving incidents;
• Prioritising incidents according to their urgency and priority impacts to the Agency, and identifying the cause of incidents with the aim to proactively prevent incidents from happening and minimize the impact of incidents that cannot be prevented;
• Conduct regular analysis on incidents and continuous improvement activities relating to incidents and its synergies with knowledge management, system reporting, training, problem management, and change management;
• Provide support to the Agency's Command Centre for requests for information/further details on incident reporting;

Skills required:

• Minimum 3 years experience working in IT service management or similar role;
• Strong knowledge of ITIL frameworks and their relationship with service Management;
• Excellent relationship building and collaboration skills across a vast array of internal and external teams and stakeholders, and the proven ability to communicate effectively whilst anticipating stakeholder needs and expectations across a geographically dispersed network;
• Ability to work in a fast paced environment whilst setting priorities and delivering quality results within time constraints;
• Excellent problem solving, analytical and time management skills;
• Proven analytical abilities with the ability to propose and facilitate change and contribute to business improvement strategies;

Desirable:

• Relevant qualifications in ITIL and incident management.
• Experience with ServiceNow or similar ITSM toolset.
  

For a copy of the full job description please get in touch with Alison at the Recruitment Hive by clicking the Apply for this Job button. Alternatively you can reach Alison on (02)6299 1006 to discuss further citing Job ID 9010.

Recruitment Hive offer weekly, fortnightly & monthly payment schedules. Local Canberra based Company with a fair and transparent fee structure.