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Analyst - Incident and Problem Management

Employer
Rio Tinto
Location
Brisbane, Queensland, AUS
Salary
Competitive
Closing date
Aug 22, 2022

View more

Category
Auxiliary & Support Staff
Work Term
Permanent
Work Load
Full Time
Language
English

Job Details

Analyst - Incident and Problem Management
  • Great opportunity to join a global organisation at the forefront of mining
  • Excellent work environment where people are valued and respected
  • Work in a fast-paced environment with lots of opportunity for exposure to both highly visible projects and cutting-edge technology
  • Permanent role based in Perth or Brisbane

About the role

All progress begins with pioneers. At Rio Tinto, it begins with you.

We are looking for a Analyst - Incident and Problem Management who will be responsible for monitoring, analysing, participating in and driving opportunities to continuously improve the IS&T Incident and Problem management processes, ensuring that the processes are designed and operating effectively to increase systems and infrastructure resilience, minimise service disruption, and ensure processes are coordinated and applied across critical incident processes.

Reporting to the Manager Incident & Problem Management and working in a collaborative and exciting environment within our IS&T Team, you will:
  • Play a key role in the establishment and running of business-as-usual Incident, Problem, and Major Incident process activities.
  • Model, contribute and drive a continuous learning, customer-centric behaviour in all that you undertake.
  • Set, monitor and measure key performance indicators to ensure compliance to service resilience processes
  • Provide guidance across the IS&T environment including outsource partners in the execution of incidents including major, using a supportive and collaborative approach
  • Ensure all Incident sub-processes remain aligned to the Rio Tinto Incident management process and that it adheres to standards, policies, and meets best practice.
  • Ensure all Problem sub-processes remain aligned to the Rio Tinto Problem management process and that it adheres to standards, policies, and meets best practice.
  • Identify incidents that qualify a post-incident review. Coordinate, and on ad-hoc basis lead the review, especially where it requires multiple partner engagement
  • Reactively and proactively identify incidents that can be candidates for Problem Management. Coordinate, and on ad-hoc basis lead the review, especially where it requires multiple partner engagement
  • Report on overall health of our service resilience practice and processes to IS&T Leadership
  • Continually improve, monitor, and analyse service resilience KPIs and service levels to monitor performance/compliance to process
  • Drive process improvement, including priority matrix reviews, communications reviews, root cause analyses, causal effect trends and critical incident reporting analysis over time.

What you'll bring
  • A commitment to safety of yourself and your team
  • Experience working within an IT incident and problem management environment in a large, geographically dispersed company
  • Demonstrated experience and knowledge in ITSM tools and methodologies (ITIL and SIAM), and process improvement
  • ITIL certification v3 or v4
  • Solid ITSM background particularly in modern Incident, Problem & Major Incident disciplines
  • Moderate to high ServiceNow experience
  • Excellent stakeholder engagement, negotiation and communication skills including the ability to influence stakeholders of all levels

It will also be beneficial if you have:
  • Knowledge or experience in DevOps, Lean Six Sigma and Agile methodologies
  • Business analysis experience
  • Service Integration and Management (SIAM) certification
  • Strong data analytical / performance interpretation skills

What we offer

Be recognised for your contribution and go home knowing you've helped the world progress.
  • A work environment where safety and mental health is always the number one priority.
  • A work environment that's inclusive as well as diverse, where our people can be themselves.
  • Flexible work arrangements based on agreed outcomes, we value work-life balance.
  • Career development and education assistance to further your technical or leadership ambitions.
  • Leave for all of life's reasons (vacation/annual, paid parental, sick leave).
  • Competitive base salary plus annual incentive program.
  • Comprehensive medical benefits including fully subsidised private hospital insurance for employees and immediate family.
  • Attractive employee share scheme.
  • Exclusive employee discounts (banking, accommodation, cars, retail and more).

About Rio Tinto

Every idea, every innovation, every little thing the world calls 'progress' begins with a first step, and someone willing to take it: explorers, inventors, entrepreneurs. Pioneers.

For nearly 150 years, Rio Tinto has been a company of pioneers - generations of people spanning the globe, all with the grit and vision to produce materials essential to human progress.

Our iron ore has shaped skylines from Shanghai to Sydney. Our aluminium - the world's first to be certified 'responsible' - helps planes fly and makes cars lighter. Our copper helps wind turbines power cities and our boron helps feed the world and explore the universe. Our diamonds help us celebrate the best parts of life.

Where you will be working

Rio Tinto Information Systems and Technology (IS&T) operates to enable better alignment with customer priorities, end-to-end accountability and flexibility to prioritise critical work. The function provides solutions that are aligned with current and future business requirements through the development and ongoing delivery of IT strategy and solution roadmaps. Through appropriate governance, consultative processes, and the use of industry best practices, IS&T also ensures that emerging technologies and innovative ideas are constantly evaluated, considered, and adopted, to provide easy-to-use, best-in-class solutions and services.

Every Voice Matters

At Rio Tinto, we particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, women, the LGBTI+ community, mature workers, people with disabilities and people from different cultural backgrounds.

We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome - they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.

Company

We are curious and creative, ingenious and hard-working. We are pioneers – exploring the boundaries of everything we do. The materials we produce are essential to human progress, and we see that progress driven by our people. Working at Rio Tinto means touching people’s lives: from exploring new materials to finding ways to tackle climate change. 

We are committed to an inclusive environment where people feel comfortable to be themselves. And we want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. 

Our values – care, courage and curiosity – guide how we work and how we treat each other.

Company info
Website
Mini-site
Rio Tinto
Telephone
+44 20 7781 2000
Location
6 St James's Square
London
London
SW1Y 4AD
Australia

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