Viktoria Ivory Email & Phone Number

Canberra, Act, Au

● Implemented Change Management capability for the team● Created multiple ServiceNow dashboards and reports● Attended weekly CABs, ensuring full stakeholder and engineer representation● Reviewed change records including assessing Risk and Impact● Improved adherence to current and updated change processes● Engaged internal and external stakeholders for approvals and feedback● Prepared change records and artefacts for closure● Supported engineers through completion of Post Change Reviews (PCRs) as required● Raised changes on behalf of engineers where appropriate ● Assisted in Parliamentary Moratorium Waiver process and deconflictions during Change Restriction periods● Organised Lift and Shifts and Window Extensions approvals● Aided in the progression of E-Changes for incidents/critical patching

Australia

● Providing first level support over the phone to all end users● Diagnosing and resolving a wide range of technical issues● Escalating tickets through to second level teams as necessary● Creating, updating and resolving tickets for all calls in the data streammanagement system (DSMS)● Identifying outages and reporting them to second level teams andmanagement● Answering and responding to calls within the SLA● Providing feedback on internal knowledge articles to ensure information isup to date● De-escalating difficult calls with unhappy end users● Assisting in training exercises for new staff● Providing analysis to assist with Problem Management

Canberra, Australian Capital Territory, Australia

● Back fill for Non Standard Service Requests (NSSR)● Request Fulfillment● Updating the Service Catalog as required● Completing monthly reports● Creating new reports and dashboards in ServiceNow● Running a fortnightly Resource Management Meeting● Ensuring all work is completed to meet SLA requirements● Queue and ticket management● Delegation of work as required● Keeping internal work instructions up to date● Building and maintaining both internal and external customer relations● Creating phone numbers and profiles for new starters● Setting up EA phones with custom layout and contacts● Ordering equipment● Using JARVIS to adjust mobiles according to requests

Canberra, Australian Capital Territory, Australia

● Itinerary research and creation● Processing electronic payments, bank statements, and refunds● Purchase orders/Invoicing● Managing accommodation contracts● Delegation of work● Designing menus and colour schemes for events● Maintaining, updating, and editing conference websites● Onsite management for conferences● Maintaining office supplies● Answering and directing phone calls● Monitoring emails and correspondence● Resolving registration and accommodation issues● Event scheduling● Data entry● Following up general inquiries● General reception duties