Service Management Officer

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Are you ready to be part of something outstanding? Join as a Service Management Officer and provide world-class customer service! We are looking for individuals who are passionate about making a positive impact and thrive in a collaborative environment. Located in the heart of Canberra, this role is perfect for someone who is ambitious and eager to successfully implement solutions that improve customer happiness.

What You’ll Do 

• Manage low-level incidents and service requests as they apply to Optus as a resolver.
• Facilitate moves, additions, and changes within the Optus Business data, mobile, voice product suites and Active Directory product as relevant to the client.
• Adhere to product and service-related Service Level Agreements.
• Ensure that the Service Catalogue is current, service pricing is accurate, and maintain its integrity.
• Manage the queue for service request tickets, prioritise and re-prioritise work orders.
• Analyze and resolve incidents, problems, service requests, and advance as required.
• Build and maintain strong customer relationships to support transparency of business.
• Provide appropriate ticket management coverage as required (24 x 7, 12 x 5 as examples).
• Liaise with 3rd parties to coordinate timely provision of service.
• Ensure compliance with standard procedure documentation and processes.
• Manage data quality assurance and asset tracking.
• Assist in implementing new processes or procedures and ensure Knowledge articles contain up-to-date information.
• Provide training on new policies and procedures when applicable.
• Report on metrics on a monthly, weekly, and daily basis.

What You Bring 

• Demonstrated ability to fulfil customer needs and deliver real business value to corporate customers.
• Previous experience in an ICT outsourcing environment with a Federal Government client.
• Current Baseline (or above) Federal Government clearance.
• High-level interpersonal skills and understanding of teamwork and collaboration.
• Proficiency in Microsoft Excel & Word and experience with Service Management tools like ServiceNow.
• Understanding of asset management principles.

The good stuff…

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity

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