Service Improvement Advisor

• Advance your career in our ICT Services Department
• Tech trends awareness and exceptional customer service role
• Hybrid working environment.

He angitūtanga: The opportunity

We are currently recruiting for a permanent full-time Service Improvement Advisor to join the ICT Service Improvement team. In this role you will be responsible for identifying, recommending, documenting and implementing process and service improvements to the benefit of our customers and ICT teams. The team also has the responsibility of managing, delivering, and supporting the Service Management processes, utilising best practice frameworks such as ITIL and the opportunity is there to learn new skills.

You will champion best practices in process and service improvement and share your expertise with the wider team to take an initiative from an idea through to implementation. You will be an energetic ICT professional with in-depth technical experience where your excellent analytical, documentation and customer service skills have made you stand out amongst your peers.

What does a typical day look like?

• Attend the morning meeting and share progress on your tasks.
• Action BAU activities which could be technical escalations or project deliverables.
• Action Service Improvement Initiatives and associated tasks
• Meet with Stakeholders and SMEs to gather feedback – document meetings and actions.
• Attend Service Management meetings such as Change Enablement and Major Incident Management to identify and assist with improvement initiatives.
• Document Issues, Recommendations, Reports and Knowledge

Click this link to access position description.

He kōrero mōu: About you

To excel in this role, candidates must demonstrate strong interpersonal skills, enabling effective communication across various stakeholders. Exceptional verbal and written communication abilities are paramount, alongside proficiency in conflict resolution, mediation, and negotiation. Personal resilience is also crucial, as the role demands maintaining a high level of positivity and energy during challenging circumstances.

Ideally looking for candidates that exhibit proactive behavior, adept at prioritizing tasks to meet objectives and targets. Possession of ITIL qualifications and a minimum of 5 years' experience in customer-facing roles providing exceptional support are prerequisites for this position.

Ngā āhuatanga kei a mātou: What we offer
Auckland Council is one of the largest local authorities in the South Pacific, providing essential services and facilities to more than 1.6 million people. We are progressive socially, culturally, and environmentally while we work towards creating change that has an impact on our journey to becoming a city we are proud of for our ratepayers and residents.

Ehara taku toa, he takitahi, he toa takitini My success is not mine alone, but the success of many.

In return for your hard work, you will be rewarded with a competitive salary and be a part of a friendly and collaborative team that is dedicated to our customers. You will receive dedicated training and development to help build your career and on top of this, as part of our Auckland Council Group, you will gain access to many benefits and discounts. Click link to find out more about our employee benefits package.

Me Tono Ināianei!: Apply Now!

Applications close Sunday 12 May 2024

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

Auckland Council strongly encourages our employees to be fully vaccinated.