Talent Street is looking for an ITSM Specialist to join a large State Government agency based in the CBD.

The ITSM Specialist will support the ITSM Manager and provide subject matter expertise for Continual Improvement, and Service Excellence, helping to coordinate cross-functional teams, reduce service disruptions, and improve stakeholder communication. This role will also enhance ITSM reporting, facilitate Root Cause Analysis (RCA), facilitate improvement of the Change Management Process, and mentor team members to build capacity within the Service Excellence Team.

Key responsibilities
The ITSM Specialist will:

• Provide subject matter expertise across IT Service Management practices, co-develop technical support documents, and share previous experience with IT Service Management team;
• Facilitate and provide IT Service Management (ITSM) Practice Reporting across multi-functional teams, creating and delivering regular and ad-hoc reports, dashboards, and visualizations to provide insights into IT service performance and key metrics;
• Manage incident response escalation and coordination across multiple teams and third-party providers;
• Undertake root cause investigations across internal teams and third-party providers. Conduct Post-Incident and Post-Implementation Reviews to generate reports, executive summaries, and recommendations to prevent recurring incidents.
• Lead improvements in IT Service Management behaviours to reduce the risk to service and improve customer experience – process, tool and people change;
• Provide advice and skills transfer activities that contribute to building a highly skilled and efficient team and support across other ITSM practices, such as Service Catalogue, Knowledge, and Release Management, as needed;
• Implement industry-recognised ITSM standards, identifying and deploying solutions that support operational efficiency and business transformation through the development of user-friendly service documentation aligned to current and future business needs;
• Assist incident response and resolution investigating teams; provide timely updates to the IT Branch's stakeholders; create status reports covering incidents by service where necessary, in addition to periodic status reports identifying trends and underlying problems and ensure workarounds, decisions and solutions are documented and communicated effectively;
• Assist in the ICT Change management practice, providing advice and liaising with stakeholders, reviewing proposed changes, assess and schedule changes for presentation to Change Advisory Boards (CAB) stakeholders.

Capabilities / Desirable attributes

• High-Level 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 (proficient in identifying and analysing service improvement opportunities)
• Process Design and Optimization (experience in designing and implementing IT service processes that are both flexible and efficient, supporting operations and productivity)
• Knowledge Transfer and Change Enablement (enables team members and stakeholders in adopting new processes and skills)

Mandatory requirements

• Minimum three (3) years experience working in an IT Service Management environment
• Experience establishing contemporary ITSM capabilities.

If this role suits your experience and skillset, please apply online with an updated resume and/or contact Oliver Roffey for more information at [email protected] or 0404 225 344