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Assoc Eng Svc Mgmt

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Unisys

1mo ago

  • Job
    Full-time
    Junior Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • Canberra
  • Quick Apply

AI generated summary

  • You need strong communication skills, 2+ years in IT Services, ITIL V3 foundation (certification preferred), security clearance, and ability to manage tasks and on-call duties.
  • You will manage ITIL-based service support, oversee incident and account management, coordinate MIM processes, document incidents, and facilitate meetings for service engagements.

Requirements

  • Strong verbal and written communication skills.
  • 2+ years working experience in IT Services Industry
  • ITIL V3 foundation is desired (ITIL certification is advantageous)
  • Ability to take on- call activities on a rotating basis
  • Baseline Security Clearance
  • Excellent communication, organizational and time management skills
  • Ability to coordinate and drive conference calls
  • Exceptionally persistent and resilient under pressure.
  • Ability to manage diverse concurrent tasks while maintaining a comprehensive overview.
  • Organizationally sensitive, proven track record of developing and maintaining good working relationships with clients and internal work groups
  • Ability to take on- call activities on a rotating basis

Responsibilities

  • Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).
  • Provides support for MIM processes and engages with colleagues to coordinate service activities including:
  • Gathering information about the incident,
  • Assisting with assessing the business impact,
  • Documenting the root cause of the incident,
  • Coordinating with resolver teams and
  • Communicating with stakeholders throughout the resolution process.
  • Contributes to the development and maintenance of MIM documentation.
  • Participates in and/or facilitates process related meetings for engagements.

FAQs

What is the primary responsibility of the Associate Engineer in Service Management?

The primary responsibility is to oversee, facilitate, and administer ITIL based service support and technical account management, coordinating incident ownership and customer account management on a 24x7 basis.

What are the key responsibilities associated with this role?

Key responsibilities include providing support for Major Incident Management (MIM) processes, gathering information about incidents, assessing business impact, documenting root causes, coordinating with resolver teams, and communicating with stakeholders throughout the resolution process.

Is ITIL certification required for this position?

While ITIL V3 foundation is desired, obtaining ITIL certification is considered advantageous for this position.

What skills are necessary for success in this role?

Necessary skills include strong verbal and written communication, organizational and time management abilities, the capability to coordinate and drive conference calls, resilience under pressure, and maintaining positive working relationships with clients and internal teams.

Will I need to take on-call duties if I apply for this job?

Yes, the position requires the ability to take on-call activities on a rotating basis.

What kind of experience is preferred for candidates applying for this role?

Candidates should have 2+ years of working experience in the IT Services Industry.

Is a security clearance required for this position?

A baseline Security Clearance is required for this position.

What type of work environment can I expect in this role?

You can expect to work in a dynamic environment that involves managing various concurrent tasks while maintaining oversight of service delivery processes.

Are there any specific personal qualities that would help me succeed in this role?

Yes, qualities such as being exceptionally persistent, resilient under pressure, and having a proven track record of developing and maintaining good working relationships will help you succeed in this role.

Does Unisys have a commitment to diversity and equal opportunity in hiring?

Yes, Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to various protected categories.

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Unisys

We relentlessly reimagine the status quo to propel people and organizations forward.

Consulting
Industry
10,001+
Employees
1986
Founded Year

Mission & Purpose

We are a global technology solutions company that powers breakthroughs for the world’s leading organizations. These solutions — digital workplace, cloud, applications & infrastructure, enterprise computing and business process solutions — help people overcome obstacles and not only reach their greatest potential but go beyond it.