What success looks like in this role:

Our Service Management team play an essential role in supporting our client’s end users and IT ecosystem.  This role supports a wider IT support team including Service Desk and Field Services and will be responsible for day-to-day Incident and Problem coordination in a multi-vendor environment.

Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients.  We have multiple openings in a new team for proactive, enthusiastic and technically savvy co-ordinators. Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression that can propel your career in Information Technology.

What success looks like in this role:

Is proficient in maintaining positive and beneficial relationships with clients. Focuses on proactive steps to engage and improve the client experience. Develops client loyalty and client confidence that results in the continued growth of both the client and the organization.Proficiently engages in effective two-way communication with individuals and groups. Organises thoughts and information, adjusting style according to the audience. Checks others understanding and listens to, accepts, and positively responds to feedback. Creates a positive impression that commands attention and respect.Has a fundamental understanding of Incident Management and Problem Management Practise.Fundamentally understands how the Unisys suite of services and tools provide value to customers. Demonstrates knowledge of company products, systems and services and their business value. Ability to articulate product differentiators and competitive advantages.

Your day will include:

Attending and contributing to process related meetings such as Daily Operations, Change Advisory Board, Problem Review BoardActing as an escalation path for Service Desk activities and assisting in coordinating and engaging other Service ProvidersMaintaining high standards of written and verbal communicationsParticipating in weekly governance meetingsPerforming routine service management duties, including:Generating and distributing reports and/or providing dashboards for Govt Client/SIAM IntegratorMonitoring Incident Records for completeness for internal supportParticipating in post Incident reviewsEngaging Problem management Root Cause Analysis and provide support for Problem RecordsProviding capture support for MIM processes and engages with colleagues to coordinate service activities including:Gathering information about the incidentAssisting with assessing the business impactDocumenting the root cause of the incidentEngaging with internal resources, clients and/or third-party vendors to manage ESM processesAdhering to in-scope processes (Service Levels, XLA and/or operational levels) for government clients and strategic partnersAnalysing Incident records and assisting with the identification of trends and providing input into proactive Problem investigationsDetecting and reporting reoccurring issuesAssisting and collaborating with Knowledge Management in documenting workarounds and known errors

You will be successful in this role if you have:

ITIL v4 certification, or ITIL v3 with the ability to obtain ITIL v412 months or more experience in Incident or Problem Management rolesExperience with Knowledge Management, Service Request Management and Change and Release Management (desired but not required)Experience within a multi-vendor environmentExperience working with different levels of stakeholders and clientsBaseline Security Clearance as a minimum and the pre-requisites to obtain higher clearance – please visit https://www.agsva.gov.au/applicants/eligibility-and-suitability

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.