About the Role

Looking for an experienced Process Manager (Incident, Change & Problem) to join our team. This is a Permanent Full-time capacity role based on customer site in Brisbane or Canberra. Offering a hybrid mix of in office and opportunity to work from home.

We are seeking a highly skilled Process Manager with a strong understanding of ITSM and ITIL frameworks, particularly across the Service Operations, Service Design, and Continual Service Improvement (CSI) lifecycles. The ideal candidate will bring proven experience in business analysis, including requirements gathering, process mapping, and translating business rules and policies into actionable and auditable activities that deliver measurable outcomes.

Key Responsibilities

• Lead and manage ITSM processes, with a strong focus on Incident, Request, Major Incident, Problem, and Change Management.
• Coordinate and drive Major Incident Management efforts, ensuring clear stakeholder communication.
• Act as a strategic partner, communicating vision, goals, and expectations to both technical and non-technical stakeholders.
• Provide guidance and support to the team, fostering a collaborative environment focused on achieving account and team objectives.
• Manage competing priorities effectively, remaining solution-focused under pressure.

To be successful, we will require a candidate to have:

• Current minimum Government Clearance
• Experience (2+ years) leading ITSM processes, specifically Incident, Request, Major Incident, Problem, and Change Management.
• Develop and deliver enterprise-wide communications regarding high-impact incidents
• Coordinate Major Incident Management efforts, facilitating rapid service restoration, clear communication, and thorough post-incident reviews
• Strong communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Drive Problem Management activities to identify root causes, manage known errors, and implement permanent solutions, thus preventing recurrence of incidents
• ITIL certification (ITIL Foundation or higher) is preferred.

About Kinetic IT

We are recognised market leaders in the delivery of high-quality technology solutions to large public, private, and government organisations.  As an Australian-owned company, we take a lot of pride in delivering exceptional service that exceeds our customers’ expectations and positively contributing to our industry and community.  We hire for the long term and have a strong focus on training and developing our employees.  Everyday our amazing 1,300+ crew come to Kinetic IT not just to work but to be challenged, grow and be part of something bigger.

The Kinetic IT Difference

• Flexible working, paid parental leave, regular fun company and social events and other benefits tailored to your individual goals
• Vendor Exam Support, ITIL V4 Training and Communities of Practice groups
• Dedicated professional development reviews every 6 months, with monthly follow ups
• An open and supportive culture where we respect all people and individuals, and everyone has a voice

How to Apply

If you have the experience and skills we’re looking for, we’d love to hear from you! Start by visiting our website at Kineticit.com.au to learn more about our values and culture.

If you’re interested, click the ‘Apply’ button, or send your CV directly to careers@kineticit.com.au, quoting reference number WWREQ0029796. We look forward to connecting with you!

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