Service Request & Change Lead

About Accenture 

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 733,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

The Role and Team

The IT Service Request & Change Lead is accountable for the governance and management of Service Request Management and Change Management processes in general and ensuring compliance and tracking of the process via an ITSM tool such as ServiceNow.

Responsibilities

• Performing work associated with process analysis, design, improvement, build, test, training, quality, metrics and documentation as per the standards required by the Department.

• Advanced experience in Service Request Management and Change Management process lifecycles (design, build, management, governance, improvement)

• Advanced experience in Catalogue Management, Service Lifecycle Management, Metrics and Dashboards relevant to the Service Request & Change processes, Reporting and Metrics.

• Working knowledge of ITIL lifecycles Incident, Major Incident, Problem, Release, Configuration, Agile, SDLC, Demand and Continual Service Improvement.

• Experience with ServiceNow or similar large ITSM tool.

• Experience in complex IT environments with a technical background.

• Strong communication skills required for client and stakeholder engagement and influencing.

• ITIL v4 Foundation or higher.

• Perform research on industry best practice and incorporate it with organizational practices

• Establish and maintain hardware and software maintenance database.

Due to the secure nature of the role, Australian citizens with a federal government security clearance will be preferred