• Employment Type: 12 month fixed term role, full time
• Starting salary $143007 plus 17% super and leave loading
• Location: UNSW Kensington Campus (Hybrid Working Opportunities)

About UNSW:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community, a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

UNSW IT is part of UNSW’s Finance and Operations Division and provides high quality, sustainable, flexible products and state of the art services to UNSW. Our priorities are to drive innovative architectures that enable UNSW’s digital future and be a trusted partner of the University. In recent years UNSW IT has implemented a Shared Service capability moving away from a complete federated model of individual IT units operating within Faculties and Divisions. UNSW IT is now entering its next phase of transformation to position itself as a strategic partner and enabler within the University. The Senior Specialist - Problem Management manages and is accountable for the entire Problem Management Service Delivery to the Customer across the university. The role will continually improve the quality of problem management through proactive initiatives to ultimately increase the availability of IT services to the Customer in line with the IT strategy. The Senior Specialist - Problem Management manages both reactive root-cause analysis and proactive trend analysis within IT. The role of the Senior Specialist - Problem Management reports to the Head of Service Management Office, and has no direct reports.

Specific accountabilities for this role include:

• Continually develop and maintain the Problem Management ITIL Process.
• Promote and drive the use of the problem management process to all IT teams that participate in the process and relevant stakeholder groups.
• Produce monthly problem management reports for the customer which includes analysis of statistical graphs, trending analysis and articulation.
• Identify, investigate and monitor problems, according to impact, through to resolution or error identification.
• Advising Incident Management staff on the best available workarounds for Incidents related to unresolved problems/known errors.
• Identify trends and potential problem sources (by reviewing Incident and Problem analyses) to determine root cause analysis and facilitate and track the delivery of permanent corrective actions.
• Prevent the replication of problems across multiple systems and review, authorise and update solutions on the problem management system which will ensure the most effective utilisation across all aspects of the business.
• Participate in regular Service Management meetings to review performance and affect service improvements in Problem Management areas.
• Engage with project teams to ensure problem requirements are defined for operational acceptance of new or upgraded services.
• Review and recommend updates to the problem management training material and knowledgebase.
• Align with and actively demonstrate the UNSW Values in Action: Our Behaviours and the UNSW Code of Conduct.
• Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.

Skills and experience:

• Degree qualification in a relevant discipline or equivalent industry experience
• ITIL Foundation Certificate (mandatory), ITIL4 preferred
• Minimum 3 years’ experience in a Problem Management role, including working with Service Management Systems and related tools
• Demonstrated ability to analyse data and interpret results
• Solid understanding of IT environments, technology and networking in an enterprise environment
• Demonstrated high level negotiation skills when working with operational groups and Customers
• Proven ability to work with minimal supervision, meet deadlines, take ownership and be accountable
• Strong communicator with ability to work with colleagues of all levels including technical and management
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training

To Apply: If this is of interest to you, please submit your CV, Cover Letter and responses to the Skills and Experience outlined above and in the position description.

More Information: visit https://www.jobs.unsw.edu.au/

Contact

Jen MacLachlan, email: j.maclachlan@unsw.edu.au

Applications close: Monday 3rd of March at 11.30pm

Benefits and Culture

• Flexible hybrid working
• An additional 3 days of leave over the Christmas Period
• Access to lifelong learning and career development
• Progressive HR practices
• Discounts and entitlements 

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.