Sr Analyst II- Enterprise Major Incident & Problem Management (AU) Job Vacancy in AmerisourceBergen Sydney NSW – Updated today

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Full Details :
Company Name : AmerisourceBergen
Location : Sydney NSW
Position :

Job Description : Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!
What you will be doing
POSITION SUMMARY:
The primary objectives are to assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.
MIM/PRB – Coordinates resources and action items related to the resolution of Major Incidents and Problem investigations.
MIM/PRB – Serves as an escalation point for MIM and Problem-related activity.
MIM/PRB – Assist with the definition and implementation of tool enhancements.
MIM/PRB – Leads various process improvement initiatives and associated documentation.
MIM – Communicate the details of Major Incident status to appropriate parties.
PRB – Coordinates and Executes Problem Root Cause Analysis and maintains related Information. (Known Errors, Workarounds).
PRB – Maintains Problem record and status information. (Solution Implementation).
PRIMARY DUTIES AND RESPONSIBILITIES:
Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurances. Lead process improvement initiatives. Establish a relationship with the tool team and participate in various dev story submissions, QA, and validation efforts. Validate an incident impact and priority to qualify the event as a “Major Incident”. Draft and publish various Knowledge Solutions. Transition of Major Incident information into the Problem Management process. In a call center rotation, serve as the Point of Contact for Major Incident Management. Problem-related tasks will be handled outside of the Major Incident call center rotation. There are times when weekend or after-hours work is required for Major Incident responsibilities. Collaborate with cross functional IT teams and the business regarding the restoration of services. Deal with critical situations in a professional and timely manner. Generate appropriate communications. Identifies system or process areas where quality is lacking. Provide status updates in Problem Management meetings. Host various meetings with area SME’s to obtain problem resolution. Must be proficient at reading and interpreting technical language, problem descriptions, various snippets of code and logic.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
3+ years of experience working in an Enterprise IT environment
Minimum of 5 years customer service experience.
Associate degree in Computer Science, Information Systems, Business Administration, or related field.
Or equivalent work experience.
Experience operating within an ITIL framework
Hands on Experience with IT infrastructure administration a plus.
IE: networking, operating systems, server configurations, app hosting etc.
Working Knowledge of Software Development Lifecycle (SDLC) a plus.
Experience with Data Analysis and reporting
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Ability to operate in a diverse IT environment Must be able to work collaboratively across teams Strong analytical and problem-solving skills Ability to evaluate business problems and drive technical solutions Decision-making skills Ability to communicate effectively both orally and in writing Customer service skills
Positive attitude
Detail oriented
Self-motivated
Attentive
Able to handle pressure situations Able to work through multiple incidents simultaneously Strong organizational skills Knowledge of ITIL Foundations Ability to learn quickly Strong problem-solving and objective thinking Able to handle pressure situations Able to work through multiple problems in parallel Work individually and as a member of a large team Ability to give and receive constructive feedback
What your background should look like
What AmerisourceBergen offers
We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.
Schedule
Full time
Equal Employment Opportunity
AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

This post is listed Under  App Development
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