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Job Role: ITIL Process Coordinator (Service request + Knowledge Management)

GRF Title: Service Process Controller - 09

Job Type: Full-time

Must have: Ready to work in Australian shift.

Job Summary:
We are seeking an enthusiastic and proactive ITIL Process Coordinator to support our Senior ITIL Process Manager in the day-to-day coordination and administrative activities related to Incident Management, Problem Management, Knowledge Management, Request Fulfilment, and Escalation Management. This role is an excellent opportunity for an individual with foundational ITSM knowledge and a keen interest in IT Service Management (ITSM) to gain practical experience, develop expertise in ITIL processes, and contribute to the efficiency and effectiveness of our IT service delivery.

Key Responsbailities:

• Process Administration & Support:
  • Assist the Senior ITIL Process Manager in maintaining and updating process documentation, policies, and procedures.
  • Monitor process queues and dashboards within the ITSM tool (e.g., ServiceNow, Jira Service Management) to ensure adherence to established workflows and service level agreements (SLAs).
  • Support the coordination of process-related meetings, including scheduling, preparing agendas, distributing materials, and taking minutes.

• Knowledge Management Support:
  • Assist in the creation, editing, and review of knowledge articles under the direction of the Senior Process Manager.
  • Ensure knowledge articles adhere to established standards and guidelines (e.g., formatting, clarity, accuracy).
  • Help monitor the knowledge base for outdated information and facilitate updates.
  • Promote the use of knowledge articles among support teams and end-users.

• Request Fulfilment Support:
  • Assist in monitoring the request fulfilment queue to ensure requests are progressing efficiently.
  • Help identify and address bottlenecks or delays in request workflows.
  • Support the coordination with various teams to ensure timely fulfilment of service requests.
  • Assist with updates to the service catalog under the guidance of the Senior Process Manager.

Required Skills:

• Solid understanding of ITIL principles, particularly Knowledge Management and Request Fulfillment processes.
• Strong verbal and written communication skills, with an ability to convey information clearly and concisely.
• Excellent attention to detail and organizational skills.
• Strong analytical and problem-solving abilities at an entry level.
• Proficiency in using IT Service Management (ITSM) tools.
• Ability to work effectively both independently and as part of a team.
• Customer-focused with a strong commitment to service excellence.
• Proactive attitude with a willingness to learn and adapt to new technologies and processes.

Preferred Skills (Bonus Points):

• Experience with a specific ITSM platform (e.g., ServiceNow, Jira Service Management) service catalog or knowledge base modules.
• Basic understanding of data analysis concepts.
• Familiarity with content management best practices.

Last day to apply: June 25th