Major Incident / Problem Coordinator

Brighter Futures Start Here

At Kmart it’s not just what you do, it’s who you are that makes every day living brighter.

You’ll be joining a diverse team who come together to collaborate globally around tech. With six purchases made every second, you’ll feel the impacts of the work you’ll do for our millions of customers every day.

We’re focusing on being a customer-led, digitally enabled retailer. Our teams are working with really cool tech from AI/machine learning, IoT, cloud first solutions, to 3D virtual reality product checks and human sized robots named Tory. Join our team, choose your own path and work on projects that excite you.

Join our team

Are you ready to embark on an exciting journey with Kmart and Target Australia's technology service delivery team? Our team are responsible for ensuring an amazing customer experience, both in-store and online by ensuring the ongoing operability of our complex technology environment.

As Service Delivery Analyst, you are at the forefront of our Major Incident Management capabilities, bringing together experts from across our stores, distribution centres, IT Groups and vendors to respond to outages and priority incidents.  You will also work with our various groups to plan for major retail events like Black Friday as well as working to enhance our platform's reliability and resilience.

What you’ll be doing 

• Coordinating our incident response when priority incidents are identified within Kmart or Target Australia’s environments.
• Ensuring the right people are present and able to communicate effectively across departments to provide incident resolution and minimise the effect of technical downtimes on trade.
• Lead the post-incident review process, leading review meetings and delivering reports and recommendations for the executive group.
• Taking part in our on-call roster, being accountable for incident response after-hours.

You’ll also work proactively, to build our IT resilience by:

• Diagnosing the root-cause of repeated low-priority incidents, that may escalate to become Priority 1 issues and providing recommendations to rectify these issues.
• Analyse ITSM logs and reports, seeking to identify issues that may arise before they can affect commercial operations.
• Working closely with our Vendors to understand the inter-dependence of systems.
• Coordinating and leading frequent and ad-hoc intra-departmental readiness meetings, to ensure that our organisation is well-prepared to act in cases of system failure.

To be successful in this role you’ll have:

• Strong expertise in ITIL processes with a deep understanding of Major Incident and Problem Management.
• Proven experience managing enterprise-wide technical major incidents.
• Experience leading or working in cross-functional / matrixed operations, ideally in a scaled Agile environment.
• Advanced communications abilities and engagement abilities, able to engage with diverse groups of technical and non-technical stakeholders.
• Strong analytical and investigative skills, with experience conducting root cause analysis.
• Prior experience in retail or logistics is highly regarded though not essential.
• Experience and advanced usage of Service Now is also highly regarded.

Perks and benefits we’ll offer you:

• Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our National Office
• We’ll provide multiple ways for you to learn from online micro-credentialing in Udemy, support to gain certifications to tech community events and more.
• Great career opportunities across the broader Wesfarmers Group.
• We offer inclusive leave and ongoing support for team members of all backgrounds and family circumstances.
• Free onsite parking when you’re required to come into the office.
• We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program.
• A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks.
• A free OnePass membership offering free delivery across Kmart & Target on eligible products.
• Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!
• Reflection room, space for prayer, meditation, or time for yourself.
• Wesfarmers is Kmart’s parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement.

A place you can belong

We celebrate the rich diversity of the communities in which we operate. We are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe, and strive to ensure our recruitment process is accessible and welcoming, with applications encouraged from all candidates.

We encourage you to tell us about any workplace adjustments that you would like, by emailing kmartgroupcareers@kmart.com.au

Excited about this role, but not sure if you meet 100% of the criteria? We would still love to hear from you and encourage you to apply.

Kmart Group Employees who wish to be considered for this role, must be enrolled in the MySkills Program and have completed the self-assessment.

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