Seeking ITSM Specialist for our key state government client. The ITSM Specialist will serve as a subject matter expert in continual improvement and service excellence, coordinating cross-functional teams to minimise service disruptions and strengthen stakeholder communication. The role will also enhance ITSM reporting, lead Root Cause Analysis (RCA) activities, drive improvements in the Change Management process, and mentor team members to build capability within the department.
Responsibilities:
- Provide expertise in IT Service Management practices, collaborate on creating technical support documentation, and apply prior experience to support ITB’s Service Management team.
- Coordinate and deliver IT Service Management (ITSM) practice reporting across multi-functional teams, producing regular and ad-hoc reports, dashboards, and visualisations to provide insights into IT service performance and key metrics.
- Oversee incident response escalations and coordinate efforts across multiple teams and external service providers.
- Conduct root cause investigations involving internal teams and third-party providers, and lead Post-Incident and Post-Implementation Reviews to produce reports, executive summaries, and recommendations for preventing recurring incidents.
- Deliver guidance and skills transfer activities to help develop a highly skilled and efficient team, while providing support for other ITSM practices, including Service Catalogue, Knowledge, and Release Management, as required.
- Experience working in an IT Service Management environment
- Proven experience in developing and implementing modern ITSM capabilities
- Strategic stakeholder engagement and communication
- IT Service Management and/or Quality Standards Certification (relevant qualifications or accreditations in service management e.g., ITIL, ISO 20000, project management e.g., Prince2, PMBOK, or quality management frameworks.
- Analytical problem-solving and strategic thinking, with expertise in identifying and assessing opportunities for service improvement
