Agile Incident and Problem Lead

Permanent role

Surry Hills based with WFH flexibility

Work on a important Digital Services roles within WooliesX

About WooliesX

As a technology and innovation business inside one of Australia's largest retailers, WooliesX aims to bring the best of Woolworths to our customers, powered by our team, technology and data. To achieve our customer 1st strategy, we have combined the Digital, eCommerce, Customer Loyalty and Financial Services businesses to transform the customer experience under one banner - WooliesX.

With industry leading business and technology teams, backed by research and analytics, we’re resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an awesome experience for our customers (in-store and online) and sellers.

The Role

The Agile Incident and Problem Lead will drive initiatives across the group digital technology ecosystem with a focus on automating this process, driving the right process adoption across our tribes and squads and ensuring teams work towards proactivity as opposed to reactivity across these processes. This role will sit within our Agile Service Management CoE.

The Agile Incident and Problem Lead will have experience across a range of service management processes in order to integrate into our evolving operating model, agile transformation and technical ecosystem. This demonstrated knowledge and experience in a digital organisation will seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall group digital technology strategy. 

Key Accountabilities: 

Manage E2E Incident and Problem Management value stream through all priorities

Review Service Levels to ensure appropriate events are tuned to these to drive the appropriate ‘call to action’ and reduce alert/incident noise

Implement improved ways of triaging, communicating and engaging with stakeholders throughout the process to reduce resolution delays 

Seek ways to introduce proactive behaviours into teams and process design

Define and measure success metrics and monitor problem progress

Lead key process forums, such as our blameless major incident retrospectives

Define, create and implement ways of working in an agile/DevOps operating model for these processes

Create and maintain documentation to support all group digital technology incident and problem progressions to ensure that issues are progressed at speed, safely and with quality 

Identifying opportunities to streamline the process through automation to deliver optimised agile operations 

Driving a continuous improvement approach to human centered process design

Participate with other team members to deliver integrated and frictionless agile service management processes

Support the wider aims of the Agile Service Management digital transformation to improve efficiencies across the organisation

Support the business to move forward safely as rapidly as possible

Ensure that all services are fully integrated with the strategic goals and objectives of group digital technology

Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications 

Perform regular audits to ensure process compliance 

To create development stories for tool enhancements and perform UAT and BVT

Required Skills / Experience: 

Understand digital transformation, digital adoption, and other digitally-driven changes

Working in an agile and DevOps environment

Experience with iterative development and implementation

Experience and knowledge of Incident and Problem principles, methodologies and tools

Process design, experience in Lean methodologies and Human Centred Design is an advantage

Experience across Service Design, Transition and Operations

Experience in product development

Customer focused, passionate about the customer experience

Ability to train users in the process and coach people in best practice

Ability to clearly articulate messages to a variety of audiences

Forward looking with a holistic approach

Leadership skills with the ability to exercise sound judgement and be decisive under pressure

Calm, methodical, resilient and proactive, with great attention to detail

Experience with designing, launching, or building reports to help teams make better business decisions

Experience with technical roles would be an advantage

Qualifications

In-depth understanding, experience and knowledge of agile service management best practices

5 years plus experience in agile service management and process management

Industry certified to a minimum of foundation level

Broad experience of IT infrastructure and applications

Experience working with Service Now or JIRA an advantage

Personal Attributes: 

A team player able to work collaboratively and effectively with and through others, at all levels in the organisation 

Excellent oral, written and presentation skills to communicate, persuade and influence decision- making, paired with active listening skills 

Strong commitment to diversity and to serving the needs of a diverse population 

Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately

Always looking to learn with a fail fast mindset

Has the courage to step outside of their comfort zone to achieve the best outcomes

Creates room for all voices to be heard

Grow with the Group

Woolworths Group has announced it will be requiring Australian team members to be fully vaccinated against COVID-19 (subject to medical and religious exemptions).

As an inclusive, team-first company, our people are at the core of everything we do. 

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. 

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing. 

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.