Business/Systems Analysts (Information & Communication Technology) Full timeAt 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 and assisting with implementation to ensure processes are followed globally.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 way 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 make 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, but 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.Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia's leading retailers.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.Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family.Mental Health: Support and Employee Assistance Program for staff and family.Social: Regular awards nights, social team-building and industry events.Giving Back: Corporate Social Responsibility program supporting nominated charities.Sustainability: The protection of our environment is essential to the future of tourism.We value youFlight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity. We encourage you to come as you are; to foster inclusivity and collaboration.Who we areSince our beginning, our vision has always been to open up the world for those who want to see.The Flight Centre Travel Group (FLT) is one of the world's largest travel retailers and corporate travel managers.
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