Lifecycle Sme (Subject Matter Expert)

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We are seeking an experienced and dynamic SME (Subject Matter Expert) for Tools Lifecycle Management to oversee and optimize the entire lifecycle of our enterprise tools. This role is crucial in transitioning our current operating model, refining operational procedures, and establishing a robust environment management framework. The ideal candidate will have a deep understanding of IT operations, incident and problem management, and experience in defining and automating environment management models.

Key Responsibilities:

Transition of Existing Operating Model:

• Lead the transition of the current operating model for tools lifecycle management, ensuring minimal disruption to ongoing operations.
• Perform detailed analysis of existing tools, workflows, and procedures to identify gaps, inefficiencies, and areas for improvement.
• Collaborate with cross-functional teams to ensure a smooth transition, capturing all critical knowledge and documentation from existing operations.

Incident, Problem, and Request Management:

• Manage and oversee incident, problem, and request management processes related to enterprise tools, ensuring timely resolution and minimal impact on business operations.
• Develop and implement strategies to reduce the frequency and impact of incidents and problems, focusing on root cause analysis and long-term solutions.
• Ensure that all service requests are handled efficiently, and that user satisfaction remains high throughout the tools lifecycle.

Define the Environment Management Operating Model:

• Develop and define a comprehensive Environment Management Operating Model, including the establishment of an Automation Office.
• Create detailed documentation and frameworks that outline the management of environments, including development, testing, staging, and production.
• Implement best practices for environment management, ensuring consistency, reliability, and security across all environments.
• Lead initiatives to automate environment management tasks, reducing manual effort and increasing efficiency.

Establish Required ESM Tool Components:

• Design and implement the necessary components for the Enterprise Service Management (ESM) tools, including resolver groups, queues, forms, and categories.
• Work closely with IT and business teams to ensure that ESM tools are aligned with organizational needs and provide the necessary functionality to support operations.
• Regularly review and refine ESM tool configurations to adapt to changing business requirements and enhance user experience.
• Train and support teams in using ESM tools effectively, ensuring they are fully equipped to handle their roles within the environment management framework.

Job Qualifications (Must Have Skills)

Must be an Australian Citizen, and a security clearance is desirable. Experience in procurement, packaging, and distribution of enterprise tools or similar roles. In-depth knowledge of procurement processes, software packaging, and IT distribution methods Proficiency in software management tools and platforms. Knowledge of licensing agreements and compliance requirements

Job Qualifications (Preferred Skills)

Understanding of AWS and/Or Azure cloud platforms. Experience with enterprise software deployment in large organizations. Ability to quickly develop prototypes and proof of concepts.

Benefits of working at Accenture:

• 18 weeks paid parental leave
• Structured career development program
• Local and international career opportunities.
• Certified as a Family Inclusive Workplace™
• Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
• We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!

Please refer to this link - Employee Benefits | Accenture for a detailed description of the benefits

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