When the rest of the world is headed left, Ethan goes right. We're more than an IT, telco, and cloud provider, we're disruptors and game-changers—we're the kids in the class always doodling, creating, and innovating. Can you relate?
This is more than a ITIL Change Manager role. We're looking for someone who's going to take on our ethos and help shape the future of our industry. This role, you'll be responsible for compliance, governance and documentation to support the Ethan operational business.
You will be an integral part of the Service Assurance team that is responsible for contributing to the strategic direction of Ethan by driving implementations and improvements across support processes, systems and documentation.
You'll also live and breathe our 10 commandments* (see More Than an Appendix below).
MORE THAN A ROLE
Our role descriptions aren't the norm.
You will own and manage the ITIL Change Management process at Ethan assisting the Service Assurance Manager with process governance and reporting.
Some of your key responsibilities include:
Change Management
* Manage the Change Management process at Ethan and our customers
* Prepare weekly CAB agendas and other related change management reports
* Review and approve changes
* Chair the weekly Change Advisory Board & Emergency Change Advisory Board
* Issue Planned Outage and Hazard notifications as required
* Develop and modify process policies, procedures and work instructions
* Gather and analyze KPI metrics to support continuous improvement
* Identify training needs and facilitate training sessions
* Conduct annual process reviews and implement improvements in line with the continuous improvement
* Promote process adherence by Ethan staff and other stakeholders
* Identify exceptions and escalate to support team managers
* Coach and mentor Junior Change Mangers/Change Coordinators
* Implement the Change Management process at new customers
Service Assurance
* Assist in developing and maintaining the IT Service Management Framework
* Assist with the management of the Service Assurance function
* Assist in the chairing of other Service Assurance forums
CERTS AND SKILLS
Don't walk in empty-handed. We want to see these:
* Tertiary qualification in Information Technology or relevant experience
* ITIL Certification
THE ABSOLUTES-MUSTS
* Sound experience in a technical (Level 2/3 support) customer-facing role, ideally in a Managed Services Provider environment
* Demonstrable experience across ITIL Change Management
* Sound understanding of ITIL Framework
Think you can fit more than a mould? Reach out, get in contact, arrest us with your professional rap sheet. Did we mention we're looking for diversity? If you're Aboriginal or Torres Strait Islander, we'd strongly advise you to apply.
MORE THAN AN APPENDIX (IT'S A LIFESTYLE)
1. Professionalism and poise:
Maintaining a dignified and professional demeanour across all interactions.
2. Client-centric excellence:
Delivering results that prioritise our clients' needs and ensuring their end-to-end journey is nothing short of exceptional.
3. Elevating the company's success (not just your own):
Understanding that we all win together.
4. Extraordinary dedication:
An eagerness to go beyond industry standards and expectations.
5. Innovative mindset:
A natural inclination to think creatively and a desire to collaborate with others who share this same perspective.
6. Adaptive agility:
Being versatile and responsive to the ever-changing technology landscape.
7. A commitment to crafting new realities:
Cultivating opportunities and creating positive experiences between colleagues, clients, and everyone you encounter.
8. Continuous learning:
An insatiable appetite for knowledge and skill enhancement, ensuring you're always at the forefront of your field.
9. Empathetic engagement:
Building strong, genuine connections with clients and team members by putting in the time to understand their perspectives and needs.
10. Sustainability awareness:
A consciousness about the impact of our actions on the environment and society, aiming for sustainable business practices.