ITSM Specialist (ITIL)

TL;DR

ITSM Specialist (ITIL/ServiceNow): Implementing and optimizing ITIL processes to enhance client IT service capabilities with an accent on Problem, Incident, and Change Management. Focus on maintaining the service catalogue, governing knowledge assets, and ensuring CMDB data integrity.

Location: Based at client site in Mitchell or Belconnen, ACT; Australian Citizen required

Company

ASX-listed advisory and IT solutions company specializing in Hybrid IT, Private Cloud, and Connectivity services.

What you will do

• Lead and execute Problem Management processes to resolve disruptions and prevent recurring incidents.
• Assist in Incident Management trend analysis and quality control, including rotational Major Incident management.
• Oversee Change Management to ensure seamless transitions and minimize service disruptions.
• Define and optimize the service catalogue, SLAs, and service offerings based on business needs.
• Drive the creation and governance of knowledge assets to support service delivery.
• Manage the CMDB to maintain accurate control of IT assets and configuration items (SACM).

Requirements

• Proven experience as a practitioner of multiple ITIL disciplines.
• ITIL 4 Foundation certification or higher.
• Hands-on experience with ServiceNow.
• Strong understanding of ITIL framework principles and best practices.
• Must be an Australian Citizen.
• Proficiency in Microsoft Office suite.

Culture & Benefits

• Career growth through succession planning, internal mobility, and mentorship.
• Ongoing investment in professional development and industry certifications.
• Comprehensive employee recognition and wellbeing platform.
• Mental health support via Employee Assistance Program.
• Paid parental leave and support for family responsibilities.
• Commitment to supporting Australia's veteran community.