Planit

Consultant

• Oversee delivery of IT services in a managed service environment or large government agency
• Manage Incident, Problem and Knowledge activities through to measurable service outcomes
• Build effective relationships across Service Desk, technical teams, suppliers and customer stakeholders
• Challenge poor operational practices and negotiate ownership and actions
• Manage Incident lifecycles, priority and impact assessment, escalations, aged incidents, reassignment, Major Incident follow-up and SLA performance
• Analyse incident trends, recurring issues and service degradation to identify risks and improvement opportunities
• Coordinate Root Cause Analysis and drive technical teams to provide timely, evidence-based outcomes
• Manage Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure
• Prepare RCA and Problem Reports for operational and senior stakeholders
• Manage knowledge capture, article creation and review, quality control, lifecycle management and knowledge-gap identification
• Identify shift-left, self-service and knowledge-reuse opportunities
• Develop and analyse ITSM metrics, trends and operational reporting
• Facilitate Incident reviews, Problem investigations and RCA workshops
• Maintain governance, hand-offs, traceability and supporting evidence across Incident, Problem, Knowledge and Change Enablement
• Maintain accurate and auditable ITSM records, recognise operational risk and escalate appropriately
• Improve process effectiveness, service quality, customer experience and operational control

ITSM Consultant

Backend Engineer

• Maintain, support, and enhance existing PowerBuilder applications
• Design, develop, test, and deploy full stack solutions using relational databases
• Perform complex troubleshooting and root cause analysis in production and non-production environments
• Execute basic UNIX/Linux shell tasks
• Collaborate with infrastructure teams as needed
• Produce clear technical documentation
• Communicate with business and technical stakeholders
• Manage and optimise IT landscapes for leading organisations through the Managed Services team

ITSM Consultant

Senior Backend Developer