Description:
Adactin Group is a leading Australian IT consulting company providing a comprehensive suite of services and solutions. Our services include Quality Assurance, Application Development and Integration, Data Solutions, Cyber Security, Artificial Intelligence, Machine Learning, and ICT training programs. By aligning our tech expertise with our client's objectives, we strive to be their trusted IT partners, whom they can rely on to navigate in an ever-changing digital era.
Our approach provides customers with unparalleled digital transformation benefits and outcomes, driving their growth and success. Adactin is always committed to delivering with conviction and belief in our people. Seize the opportunity and advance your career in a dynamic environment to augment your growth and success.
We are actively hiring a "ITSM Process Coordinator” to join our dynamic team to work on a healthcare project.
Type of Role: 3 month Contract
Location : Adelaide
Work Rights : Full Australian workrights
• Facilitate and ensure adherence to all existing ITSM policies and processes
• Perform quality checks on Incidents, Service Requests, Problems, and Changes to assess compliance with defined processes.
- Actively seek opportunities for improvement and propose initiatives to reduce the volume of Incident and Service Request tickets through process and workload analysis, collaborating with operational leaders.
- Assist with ticket escalations as required.
• Support the Problem Management process by defining Customer Impact Statements, tracking root cause analysis, and identifying service improvement opportunities.
• Review and ensure the approval of change tickets.
• Prepare agendas for Operational, CAB, and CMG meetings.
• Engage with internal and external stakeholders as needed to support business processes and continuous improvements.
• Support annual ITSM maturity assessments.
• Participate in audit activities related to ITSM processes. Reporting and Monitoring
• Utilise ITSM tools to collect and analyse performance statistics.
• Perform defined monitoring tasks to assess service delivery against SLAs, . This includes running high-priority incident reports and conducting ticket quality checks
Skills Requirement
• Experience in Process Analysis, Design.
• ITIL4 or ITIL v3 Foundation Certificate in Service Management. is a must
• Service or Process Management - e.g., ITIL, Lean, Six Sigma, Agile