ITSM Specialist
Job Description: Deliver services to multiple projects, supporting Service Design and IT Operational Readiness for new or... more info
Specialist - ITSM - Oceania - APAC
Salary:
100.00 - 125.00
Posted:
10-02-2025
Category:
IT Management IT Project Management
Sydney,
Job Description
The ITSM Specialist will ensure efficient IT service delivery by designing, implementing, and improving ITSM processes, with expertise in Service Now and Jira. The role focuses on enhancing service quality, reducing downtime, and aligning IT practices with organizational goals and industry standards. The specialist will work closely with cross-functional teams to ensure quality services and supports ITSM tool migrations with minimal disruption. Key Responsibilities Collaborate with the ITSM team to develop and refine a service catalogue, ensuring alignment with business needs and IT Services. Provide support to the Service Desk function, ensuring timely and efficient resolution of user incidents and requests following ITIL practices. Create and maintain ServiceNow attributes, including policy, standards, and approach across the field-based IT Service Delivery team. Collaborate with departments to assess needs, identify improvements, and develop strategies aligning IT initiatives with business goals. Provide training and mentorship to users, improving their proficiency in applying IT systems effectively. Manage and monitor ticket queues of lower priority incidents and ensure resolution within Service Level Agreements (SLA). Foster collaboration within the national IT teams to eliminate silos and implement standardised approaches across the field-based IT Service Delivery Team. Support the planning, coordination, and execution of IT changes and releases in accordance with ITIL change management processes. Qualifications, Skills and Experience ITIL Certification ITIL Process Implementation Customer-Focused Service Delivery 3-5 years in an ITSM leadership or management role, with direct experience in ITIL processes. 3rd party implementation and migration such as ServiceNow and Jira Demonstrated experience in project management in IT environments. Strong problem-solving, analytical, and negotiation skills. Understanding of organisation’s goals and objectives Tertiary qualifications in relevant IT disciplines 5+ years of IT industry experience Service Now Accreditation Jira Accreditation ITIL Foundations #J-18808-Ljbffr
Job Details
Salary: 100.00 - 125.00
Posted: 10-02-2025
Category: IT Management IT Project Management
Sydney,
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