ITSM Expert - South Bank, QLD
At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel!
As the ITSM Expert you'll play a crucial role within Enterprise Technology Services (ETS), our global service operations team, you will be responsible for supporting ITSM practices, assisting with implementation to ensure processes are followed globally.
As the ITSM Expert, you will drive improvements to help deliver operational excellence, which is critical to improving operational efficiencies, customer service, and reducing costs. As well as contributing to the ETS team by answering team activity queries and standardising procedures that will assist in facilitating training and support to our teams.
If you are interested in assisting with designing, implementing, and managing ITSM processes based on the ITIL framework to our global standard, we encourage you to apply!
Day in the life:
- Assist with ensuring that ITSM processes are standardised and followed consistently across all regions
- Assist with designing, implementing, and managing ITSM processes based on the ITIL framework to our global standard
- Assist with creating and maintaining standard operating procedures within Service Operations
- Lead Service Ops process improvement projects and initiatives globally, including analysing current state, mapping future state, and implementing process change to form a globally consistent ways of working.
- Facilitate training and support staff on ITSM processes and tools.
- Create and execute an onboarding plan for new team members.
- Identify areas for improvement within ITSM processes and making recommendations for enhancements.
- Ensure that ITSM processes adhere to organisational policies, industry standards, and best practices
- Step in and assist with gaps within the ITIL framework based on business need
- Embrace the ITSM tool and other technologies and assist with governance to ensure we are utilising automation systems to the best of their capability
- Engage with ETS Leaders to ensure initiatives align with global strategies
- Work with ETS leaders to identify areas of opportunity to mitigate pain points.
- Work with the risk and compliance team to help improve processes to assist with audits
- Identify opportunities for improving ITSM processes and services
You'll be perfect for the role if you have:
- Minimum of 5 years' experience in ITSM practices mainly: Change Management, Problem Management & Configuration Management
- Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
- Formal tertiary qualification is considered highly advantageous, it is not essential.
- ITIL 4 Foundations Certificate
- Familiarity with ServiceNow ITSM module
What’s in it for you?
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
We value you
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Who we are
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).
We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence. Ownership. Egalitarianism
Apply Now
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