Service Management Specialist – Incident & Problem Management

IS&T Service Management Specialist – Incident and Problem Management

• Great opportunity to join a global organisation at the forefront of mining
• Excellent work environment where people are valued and respected
• Work in a fast-paced environment with lots of opportunity for exposure to both highly visible projects and cutting-edge technology
• Permanent role based in Perth, Brisbane or Montreal

About the role

All progress begins with pioneers. At Rio Tinto, it begins with you.

We are looking for a Service Management Specialist – Incident and Problem who will be responsible for governing, monitoring, analysing, and driving opportunities to continuously improve the IS&T Service management function, specifically Incident and Problem management. In collaboration with our business and technical peers, you will support and establish quality and progress measures to ensure that the processes are designed efficiently and operating effectively.

Reporting to the Manager Incident & Problem Management and working in a collaborative and exciting environment within our IS&T Team, you will:

• Play a key role in the establishment, quality and measurement of our business-as-usual Incident, Problem, and Major Incident process activities.
• Model, contribute and drive a continuous learning, customer-centric behaviour in all that you undertake.
• Set, monitor and measure key performance indicators to ensure compliance to service resilience processes
• Provide guidance and mentorship across the IS&T environment including outsource partners in the execution of incidents including major, using a supportive and collaborative approach
• Ensure all Incident & Problem sub-processes remain aligned to the Rio Tinto Incident management process and that it adheres to standards, policies, and meets best practice.
• Identify incidents that qualify a post-incident review. Coordinate, and on ad-hoc basis lead the review, especially where it requires multiple partner engagement  
• Reactively and proactively identify incidents that can be candidates for Problem Management. Coordinate, and on ad-hoc basis lead the review, especially where it requires multiple partner engagement  
• Report on overall health of our service resilience practice and processes to IS&T Leadership
• Continually improve, monitor, and analyse service resilience KPIs and service levels to monitor performance/compliance to process
• Drive service management process collaboration and improvement, including priority matrix reviews, communications reviews, root cause analyses, causal effect trends and critical incident reporting analysis over time.

What you’ll bring

• A commitment to safety of yourself and your team
• Extensive experience working within a collaborative service management team across a geographically dispersed company
• Demonstrated experience and knowledge in ITSM tools and methodologies (ITIL and SIAM), and process improvement
• A human-centred approach within an outcomes oriented high performing team
• Advanced ITIL certification v3 or v4
• Demonstrable ITSM background particularly in modern Incident, Problem & Major Incident disciplines
• Moderate to high ServiceNow experience or equivalent service management toolset
• Strong data analytical / performance interpretation skills
• Excellent stakeholder engagement, negotiation and communication skills including the ability to influence stakeholders of all levels

It will also be beneficial if you have:

• Knowledge or experience in DevOps, Lean Six Sigma and Agile methodologies
• Service Integration and Management (SIAM) certification
• Business analysis experience

What we offer

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

• A work environment where safety and mental health is always the number one priority.
• A work environment that’s inclusive as well as diverse, where our people can be themselves.
• Flexible work arrangements based on agreed outcomes, we value work-life balance.
• Career development and education assistance to further your technical or leadership ambitions.
• Leave for all of life’s reasons (vacation/annual, paid parental, sick leave).
• Competitive base salary plus annual incentive program.
• Comprehensive medical benefits including fully subsidised private hospital insurance for employees and immediate family.
• Attractive employee share scheme.
• 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.