Business Incident Coordinator

Summary about this job

Detail information about job Business Incident Coordinator. Terms and conditions vacancy

• Permanent opportunity, Docklands Head Office Location
• Join a progressive culture where you'll have a real chance to influence outcomes
• You'll keep our cities moving. Imagine that.

Customers and local communities are at the heart of our business and we continually strive to improve the way we service, support and communicate with them. As the volume of outbound communications to customers continues to grow and the Transurban business evolves, the impact of incidents and problems related to our technology infrastructure that underpins our core business activities becomes more profound. As our Business Incident Coordinator, you will help manage high priority incidents that affect our core back office systems across their entire lifecycle, aiming to minimise the impact on our customers.

Sitting in Customer Operations, you’ll be part of department that puts people first. We never stop exploring new ways to make life better, inside Transurban and out. Neither will you. Collaboration and development are top of our agenda: we want you to make an impact that extends far beyond the job you excel at. That’s why we’ll encourage you to share your ideas, as we help you pursue the career you want.

The impact you’ll have

• You’ll work collaboratively with the Customer Support Manager, Technology Incident Manager and broader Technology team to effectively manage high priority incidents, including stakeholder communication, PIR, root cause investigation through to resolution
• You’ll represent the Customer Operations business as an active participant in Incident & Problem Management forums, ensuring follow-up of agreed actions as required
• You’ll bring rigour to how we document and manage problem related information, ensuring all problem records are managed to agreed policy and processes, appropriate risks are raised with the relevant internal stakeholders and known errors (including workarounds) are documented, communicated and published
• On occasion, you may be asked to provide or contribute to training and support for the broader Customer Operations function, as you’ll provide subject matter expertise for GLIDe (our core back office platform), ensuring training needs analysis are carried out regularly and subsequent gaps are addressed through the delivery of training and supporting documentation
• You’ll be across new system releases and initiatives that may impact on how we communicate with customers through reviewing solutions, cultivating business ready communications, managing business readiness and providing a first point of contact for the Technology team and other key internal stakeholder groups
• You’ll always have process improvement at the forefront of your thinking, continually refining our processes and streamlining how you do things.

The talents you’ll bring

• You’ll bring prior experience within an incident and/or problem management environment, in either a service management or technical support role
• You’ll have worked with large, complex customer billing and collection systems (e.g. Telco, Utilities, Fin Services, Insurance), leveraging this experience to understand how minor issues and problems might impact the bigger picture
• A strong process improvement mindset, underpinned by robust analytical skills and effective problem solving capability
• A highly effective communicator, you’ve had recent experience in a role that required clear, concise and timely information being delivered to multiple stakeholders during business critical situations
• The ability to juggle multiple priorities, you’ll leaning on your intuition and influencing skills to effectively re-prioritise initiatives, with a clear understanding of the impact of these decisions will have on your stakeholders
• Recent hands on experience with GLIDe and other internal Transurban back office systems will be highly advantageous.

About us
Transurban is driven by bringing people and places closer. The roads we plan, build, operate and maintain make communities stronger, across Australia and beyond. Together, we’re building a future that marries traditional infrastructure with emerging technology. We’re making roads ready for driverless cars and predicting accidents before they happen. We’re getting people where they’re going. And we’re doing it faster, smarter and safer, every last one of us.

Start changing the world around you. Apply now.