Service Management Specialist

2 weeks ago

Perth Airport, Australia Arc Infrastructure Full time
Closing Date: 18/08/2023

Job Type:
Permanent - Full Time

Location:
Perth Airport

Job Category:

IT
Arc Infrastructure manages and develops transport infrastructure assets that support growth and create jobs in WA.

Rail is at the heart of our business, and the 5,500km rail network is the backbone of freight transport in Western Australia from the diverse Midwest across to the fascinating Goldfields and Yilgarn regions through to the stunning South West and Great Southern.

We're committed to working with industry, our customers, partners and communities to find new opportunities that will support and strengthen our rail network for the benefit of WA.


The Opportunity


We are seeking an experienced Service Management Specialist to lead a dedicated team providing 1st and 2nd level support to our business across both the Information Technology (IT) and Operational Technology (OT) environments.

In this role, you will drive continual improvement within the area and play a key role in achieving our business objectives.

As a leader, you will manage a team of permanent and contract staff, ensuring the correct management and resolution of all
ITSM-related tasks while maintaining efficient Hardware and Software Asset management.


The Role
As a Service Management Specialist, your key duties and responsibilities will include:

  • Leading a team of permanent and contract staff to deliver exceptional support to the business.
  • Ensuring prompt and accurate management of all Incidents, Service Requests, Change Requests, and Problems (ITSM) within the Service Desk Area, meeting Service Level Objectives.
  • Developing and maintaining a Standard Operating Environment for end user computers, striving for continuous improvement.
  • Creating insightful reports to provide valuable insights into the Service Desk Area.
  • Allocating resources effectively to BAU tasks and projects based on required skill sets.
  • Assisting in defining the overall direction of the Technology Team and contributing to the Technology Project Pipeline.
  • Ensuring adherence to all processes, procedures, and standards, including Security and SOX Controls.
  • Leading the implementation of Security Standards across the Service Desk Area.

About You
The following technical skills are required for the role:

  • 4 or more years' experience with managing End Users in Active Directory and Exchange / Exchange Online
  • Experience in designing and managing Standard Operating Environments (SOE) including OU Structure and Group Policies
  • Experience managing Office365 and Azure Services
The following Qualifications and Experience are essential for the role:

  • Minimum 2 years of experience in a Help Desk role.
  • Minimum 2 years of experience in a Desktop Support role.

  • ITIL 3 Certification.
  • Experience with developing and Implementing Processes
  • Experience with End User Workstation Lifecycle management and rollouts
The following Qualifications and Experience are highly desired for the role:

  • Experience in a Systems Administrator or Systems Engineer role.
  • Microsoft Certified Systems Engineer (MCSE) certification.

  • ITIL 4 Certification.
  • SCRUM Master certification.

Working at Arc Infrastructure


Working with us means working in a team environment where each person and team is valued for the diverse skills, ideas and experiences they bring.

We promote a work environment that is characterised by personal accountability, mutual trust and respect and a genuine interest in employees.

We understand our employees are the key to our success and as a team, our focus is to ensure they feel safe, valued and fulfilled in the work that they do.


We provide a range of employee benefits including:
- flexible working arrangements
- professional development opportunities
- competitive remuneration based on skills and experience
- purchased additional annual leave
- health and wellbeing initiatives including
- $299 annual subsidy
- flu shots
- skin cancer checks
- paid parental leave
- staff discounts and rewards program
- novated leasing
- and many more

How to apply
Applications close on
18th August 2023
Recruitment agencies, our internal HR team looks after all of our vacancies. If we need your assistance we will reach out to you.

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