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Itsm Process Specialist

3 months ago

Brisbane, Queensland, Australia Great Southern Bank Full time

As an ITSM Specialist you will lead the development of IT Service Management (ITSM) processes including Incident, Request, Change, Problem, Configuration and Asset Management.

You will work closely with IT and business stakeholders to create, uplift and operationalise ITSM standards and procedures to ensure they support the bank's technology risk controls while also meeting business service requirements.

You will also support the Service Delivery Manager with business ownership of ServiceNow.

This includes working with stakeholders to develop and prioritise ITSM and other business requirements to be developed on the ServiceNow platform.


Your responsibilities

  • Develop and maintain ITSM standards, procedures and supporting documents
  • Measure and review ITSM process performance and compliance through regular reporting
  • Develop training material and work with IT and business stakeholders to uplift ITSM capabilities
  • Support the running of regular ITSM meetings including CAB and Incident and Problem forums
  • Develop and assist with the running of processes and practices that ensure CMDB data quality is maintained
  • Work closely with IT and business stakeholders to capture and prioritise IT and Enterprise service management requirements
  • Drive continuous improvement of IT and Enterprise service management processes developed on the ServiceNow platform
  • Review process performance and compliance through the development of reports and dashboards and periodic audits

Your experience

  • 3+ years of IT experience in a similar role with focus on ITSM process development
  • Experience with managing the development of an ITSM solution such as ServiceNow
  • Strong business partnership and consulting experience
  • 5+ years of experience working in IT
  • Tertiary qualification from a recognised institution
  • ITIL certification

Your attributes

  • Strong interpersonal, written and oral communication skills with the ability to present ideas in nontechnical language
  • Proven reporting skills, preferably with regards to ITSM process performance
  • Excellent analytical and problem solving approach
  • Ability to prioritise tasks and take initiative
  • Strong planning and coordination skills

A little bit about us

For over 75 years, we've been putting our customers first, and today we look after the financial needs of more than 380,000 Australians.

We have recently changed our name from CUA to Great Southern Bank but we remain customer-owned and firmly focused on helping all Australians own their own homes.

We're ambitious and as we continue to grow, we are investing significantly in technology, products, and people.

We have a culture that's fun, approachable, and supportive - allowing our team members to be their best every day, whether that's at work or at home.


We're hugely excited about the journey ahead and are looking for talented and enthusiastic people who want to be part of a winning customer team.

If you are motivated, energetic, and dedicated to helping our customers achieve the great Australian dream, we want to hear from you

  • At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging, are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day._