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Incident Management Coordinator

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What's On Offer
Fujitsu, Federal Government region is seeking an Incident Management Coordinator to join the Service Integration team for an opportunity in Canberra. The successful candidate will work within the Service Integration (SI) Incident Management team which is responsible for the end-to-end compliance and enhancement of the Incident Management Process across a multi-vendor environment.

This role will provide an excellent opportunity for the successful candidate to further develop their skills and prove their capabilities within the Service Integration Incident Management portfolio.

Key responsibilities include:

  • Identify, coordinate and drive improvements to the Incident Management process.
  • Facilitate discussions between stakeholders to collectively identify improvement opportunities.
  • Overall management and execution of ITSM processes across multiple service towers to ensure a single, consistent approach is used.
  • Proactively manage Incidents to Process Performance Objectives, ensuring compliance to process is measured and non-adherence is addressed accordingly.
  • Produce detailed performance reports for incidents that do not adhere to Process Performance Objectives and distribute to stakeholders as required.
  • Analyse report data with the intent to identify process/performance gaps and work with stakeholders to bring the resolution of incidents back in line with Process Performance Objectives.
  • Liaise with other support groups to resolve incidents and obtain updates for incidents about to breach.
  • Analyzing incidents for accurate prioritization and classification.

What You Need to Succeed

  • High level of written and verbal communication skills.
  • Demonstrated ability to work both independently and within a team environment.
  • Demonstrated ability to multi-task and prioritise.
  • Proven experience in a customer service environment, including the ability to liaise with users and support staff at all levels.
  • Exceptional customer service skills.
  • Demonstrated proficiency in Microsoft Word, PowerPoint, Excel, and Outlook
  • Foundation knowledge of the principles and practices associated with ITIL best practice.
  • Experience in an IT environment.
  • Ability to analyse reports and data to identify trends.
  • Understanding of IT Service Management practices.

Why Fujitsu
We Value our employees and offer a wide variety of staff benefits including work life balance, flexibility as well as access tothe latest technology and a host of other wellbeing & lifestyle benefits. For more details on Fujitsu work life and benefits, visit -http://www.fujitsu.com/au/about/local/career/benefits/index.html


PLEASE NOTE:Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an active NV1 Australian Federal Government Security Clearance AND, because the role will or will likely involve access to controlled technology, must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2017- 546 (ACT).

All personal information received by us from you or about you will be stored, used and disclosed by us in accordance with our privacy policy.

At Fujitsu we are committed to providing equal employment opportunities and an inclusive work environment. We encourage applications from people regardless of gender, age, ethnicity, disability, sexual orientation and religion.

Fujitsu does not accept any unsolicited resumes from head-hunters, executive recruiters, or other staffing or recruitment agencies. Please do not submit or forward any resumes, CVs or profiles to the Fujitsu careers portal, nor to any Fujitsu personnel. Fujitsu will not pay any fees relating to unsolicited resumes.

NB:Applications will be reviewed prior to the closing date; which is dependent on the status of the recruitment process and is subject to change without notice.

02/01/2019 $0 ACT Australia 1 Information & Communication Technology
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