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Senior Advisor – Is&t Service Experience/service Desk – Incident Management

Rio Tinto - Brisbane City, QLD

Source: uWorkin


Senior Advisor – IS&T Service Experience/Service Desk – Incident Management

  • Be part of a team changing the way that Rio Tinto manages IT
  • Great opportunity for personal development within a complex exciting global IS&T environment
  • Permanent full-time role, based in Brisbane or Perth

About the role

We are looking for a Senior Advisor – IS&T Service Experience/Service Desk – Incident Management to be the Incident Management Process Owner and Subject Matter Expert (SME), providing industry best practice advice and guidance on the Incident Management process and ServiceNow Incident Management product within our SIAM model.

The Service Experience function in the IT Service Management and Vendor Management team is accountable for ensuring the Incident Management process is being successfully executed globally. It is also accountable for capturing requirements for the service management tool, ServiceNow, to support the Incident Management process. This function is fundamental to the effective and efficient operations of reliable and available Technology managed services globally

This role is a great opportunity to be part of our IS&T technology transformation and make the Rio Tinto Service desk a world class service management function using your IT and ITSM knowledge and experience.

Reporting to the Manager – Service Experience, working in a collaborative and inclusive team within the Rio Tinto IS&T Operations team, you will:

  • Manage the Incident Management process as a service management process and discipline across the organisation’s internal and service provider teams
  • Support the SIAM service provider to enable the Incident Management process and ServiceNow tool to be successfully operationalised within the hybrid SIAM model
  • Capture requirements for the ServiceNow Incident Management product to align to the SIAM service provider’s SIAM process overlay and provide service management procedure/work instruction documentation
  • Develop and deliver the Incident Management process and tool training to enable effective embedment of the Incident Management process to support consistent application of appropriate root cause analysis methodologies during problem investigation activities
  • Establish and maintain the Incident Management process governance, KPIs and monitoring to report on compliance to the process and impact on reduction in business impact from major incident and repeat incidents
  • Demonstrate an uplift in Incident Management across the organisation in relation to people, process and tool capability
  • Improve the End User experience for our Business by driving self-help, self-heal and improving first contact resolution of incidents.

What you’ll bring

  • A commitment to the safety of yourself and your team
  • Relevant experience in IT Service Management preferably working in a complex IT enterprise environment which includes off-shore, outsourced IT engagements
  • Working with external suppliers, including outsource providers and extracting value
  • ServiceNow systems experience; with an indepth understanding of incident management
  • An understanding of the SIAM model

What we offer

Be recognised for your contribution, your thinking and your hard work, and go home knowing you’ve helped the world progress.

  • A work environment where safety is always the number one priority
  • A permanent position working directly for Rio Tinto
  • A competitive base salary reflective of your skills and experience with annual incentive program
  • Comprehensive medical benefits including subsidised private health insurance for employees and immediate family
  • Attractive share ownership plan
  • Company provided insurance cover
  • Extensive salary sacrifice & salary packaging options
  • Career development & education assistance to further your technical or leadership ambitions
  • Ongoing access to family-friendly health and medical wellbeing support
  • Leave for all of life’s reasons (vacation/annual, paid parental, sick leave)
  • Exclusive employee discounts (banking, accommodation, cars, retail and more)

About Rio Tinto

Every idea, every innovation, every little thing the world calls ‘progress’ begins with a first step, and someone willing to take it: explorers, inventors, entrepreneurs. Pioneers.

For nearly 150 years, Rio Tinto has been a company of pioneers – generations of people spanning the globe, all with the grit and vision to produce materials essential to human progress.

Our iron ore has shaped skylines from Shanghai to Sydney. Our aluminium – the world’s first to be certified “responsible” – helps planes fly and makes cars lighter. Our copper helps wind turbines power cities and our boron helps feed the world, and explore the universe. Our diamonds help us celebrate the best parts of life.

Where you will be working

Rio Tinto Information Systems and Technology (IS&T) operates to enable better alignment with customer priorities, end-to-end accountability and flexibility to prioritise critical work. The function provides solutions that are aligned with current and future business requirements through the development and ongoing delivery of IT strategy and solution roadmaps. Through appropriate governance, consultative processes, and the use of industry best practices, IS&T also ensures that emerging technologies and innovative ideas are constantly evaluated, considered, and adopted, to provide easy-to-use, best-in-class solutions and services.

Every Voice Matters

At Rio Tinto, we particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.