IT Specialist ITSM

작업 내용

Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You’ll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise.

Let’s Talk About The Team
The primary role of IT Application function is to analyze, design, develops and maintain IT applications based on business requirements across all business functionalities. Key deliverables include using current programming languages and source code to develop, test, debug complex applications and provide post production support within the agreed time, quality, performance and budget constraints. Working closely with key stakeholders, DBAs and system administration to define and document technical specifications and schedule.

Let’s Talk About The Role

• Resolve incidents, answer questions, and respond to requests related to ITSM product and process within prevailing service levels. Remain mindful of issue severity and urgency while proactively escalating attention to issues that fall short of customer service levels or are of a business-critical nature. Document work through the prevailing service management and knowledge management processes.
• Proactively administer ITSM toolsets, ensuring comprehensive observability of key performance metrics and maintaining service playbooks to guide efficient and effective response to underperformance. Sustain appropriate levels of governance, with an eye on the balance between security and enablement. Observe for gaps in well-functioning oversight and capture areas of improvement to be addressed by the ITSM team.
• Work with a team of internal ResMed stakeholders and ITSM peers to maintain a consistent feedback loop on the current state pulse of product adoption, areas of user excellence and to identify any emerging deficiencies in the ITSM portfolio to drive future improvement opportunities.
• Maintain an up-to-date core understanding of the different organizational workflows supported by ResMed’s portfolio of ITSM products. Keep an on the ITSM marketplace, understand emerging trends and solutions that will enhance ResMed’s ITSM experience.
• Responsibilities might include:
• Performing routine professional-based activities (early in career)
• Contributing to and managing projects (mid-career)
• Providing advice/direction in primary areas of expertise (specialist and expert)
• Leveraging professional expertise and relationships to contribute to strategy and drive business results (principal)relationships to contribute to strategy and drive business results (principal)
  
  

Let’s Talk About You
Required:

• Experience with the Atlassian Portfolio (Jira, Confluence, JSM)
• Comfort with ITIL/ITSM processes and practices
• Experience in a Customer First support environment
• Familiarity with processing large data sets
• Experience with Access Management resources (Okta, Active Directory)
• Comfort with modeling application workflows from customer use cases
• Ability to work successfully in an autonomous, empowered environment
  
  

Preferred:

• Bachelor’s degree.
• Minimum of 5 years of related experience.
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
  
  

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!