IT Change and Problem Coordinator- Gsc

**Why work for Brennan?**
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, considerate, supportive, trusting and accepting, they are the cornerstone of the business. Because of this approach, we have become the largest Australian owned systems integrator in Australia and continue to grow.

**Brennan offers an excellent remuneration package and benefits including**:

- A focus on health and well-being - social club events
- Discounted IT hardware and software products
- A strong culture underpinned by values that are truly lived every day
- An environment that embraces learning and development of all employees
- Technical Certification Bonus
- High levels of reward and recognition such as all paid international trips, gift vouchers

**Purpose of the role**
- This is a dual role that will be an important part of Brennan’s service delivery within a key client.
- In the IT Change Coordinator part of this role, you will be responsible for managing the lifecycle of IT changes within the organization. This role ensures that changes to IT services are conducted efficiently, with mínimal risk to the business, and that all changes are appropriately documented and communicated. The IT Change Coordinator works closely with the IT Change and Problem Manager, various IT teams, project managers, and business stakeholders to ensure seamless integration and implementation of changes.
- The IT Problem Manager part of this role is responsible for managing the lifecycle of all problems within the IT infrastructure and services. This includes identifying, analysing, and resolving problems to minimize the impact on business operations, as well as preventing the recurrence of incidents.

**Role Responsibilities**
- Change management process - coordinate and manage the change management process, ensuring adherence to policies, coordinate with project managers and delivery teams to plan, schedule and oversee changes.
- Change assessment and approval - evaluate the impact, risk and benefit of proposed changes, participate in the CAB meetings, ensure all changes comply with policies and regulatory requirements, follow up on change approvals.
- Ensure all changes are properly documented and approved.
- Communicate change plans and impacts to stakeholders, ensure the appropriate testing, validation and backout plans are in place for all changes.
- Work closely with the incident management and other IT teams to ensure the timely resolution of problems and communicate status updates to the relevant stakeholders.
- Develop and implement action plans for problem resolution and ensure that problem records are maintained and updated.
- Assist in the generation of problem management reports and document RCA results and resolutions for future reference.

**Key competencies & qualifications**
- To succeed in this role, you will have the following experience and competencies:

- Relevant degree.
- Proven experience as an IT Change Coordinator and Problem Coordinator or in a similar role within IT Service Delivery.
- Excellent communication, organizational, and problem-solving skills.
- Ability to work collaboratively with cross-functional teams.
- Experience with service delivery tools and software.
- ITIL certification
- Attention to Detail: Strong attention to detail to ensure accurate change documentation and reporting.
- Adaptability: Ability to adapt to changing priorities and manage multiple tasks simultaneously.
- Analytical Skills: Proficient in analysing data and metrics to drive informed decision-making.
- Customer Focus: strong dedication to customer service and satisfaction