Service Catalogue Administrator

2 weeks ago

Melbourne, Victoria, Australia CSIRO Full time

Acknowledgement of Country:


CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia.

We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliation

The Opportunity:

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Supportive, rewarding, inclusive and truly flexible environment
:

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Innovative and collaborative workplace with fantastic flexibility:

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Join CSIRO
Australia's premier research organisation


Information Management and Technology's (IMT) Service Catalogue Management (SCM) process provides and maintains a single source of accurate and consistent information on all IMT's services and service offerings, ensuring that it is available to CSIRO business units and staff, and the operational staff that support the services.

The list of services within the service catalogue represents those that are currently available, and those that are being prepared for release to production.


The IMT Service Catalogue is built on and supported by Alemba Service Management Software, Atlassian Confluence Wiki, and a variety of other systems via the ASM API service.

It Comprises Service Definitions including dependencies, operational procedures, and knowledge articles.


As part of the IMT Onsite and Service Desk team, the Service Catalogue Administrator is responsible for the day-to-day operation of the SCM Process which includes a set of activities that relate to the definition, creation, publishing, editing and maintaining service and product descriptions and their related offerings.


Your duties will include:

  • The daytoday operation of the Service Catalogue Management process
  • Participate in the planning of projects and change initiatives to provide advice on the service catalogue management process and assistance with service catalogue information definition and creation/editing.
  • Conduct regular service catalogue reviews with service owners and IMT management including reporting and analytics.
  • Maintaining the information contained in the service catalogue
  • Ensuring that the service catalogue is accurate and reflects the current details, status, interfaces, and dependencies of all services that are being run, or being prepared to run, in the live environment, according to the defined policies
  • Contribution to the definition of services and service packages
  • Development and maintenance of service and service package descriptions appropriate for the service catalogue
  • Ensure that the service catalogue is made available to those approved to access it in a manner that supports their effective and efficient use of service catalogue information
  • Ensure that the service catalogue supports the evolving needs of all other service management processes for service catalogue information, including all interface and dependency information.

Location:

Australia Wide

Salary:

AU$ 89,680 - AU$ 101,459 per annum plus up to 15.4% superannuation

Tenure:

Indefinite

Reference: 91665

To be considered you will need:

Essential:

  • Relevant tertiary qualifications in IT/Business related fields; or experience in the IT Service Management (ITSM) industry.
  • Demonstrated recent experience with creating and documenting service definition and descriptions for a range of services in collaboration with key stakeholders.
  • Demonstrated recent experience with producing and maintaining an accurate service catalogue and its contents, in conjunction with the overall service portfolio.
  • Recent experience in effective customer engagement as an advocate for service providers and/or functions in an ITSM service delivery environment.
  • Demonstrated effective communication and collaboration skills within an ITSM service delivery environment.
  • Previous experience in working with change/project management and/or service improvement initiatives in the support of Service Delivery operational requirements.

Desirable:

  • Demonstrated experience with the using an ITSM tool/system in the support of Service Delivery operations (CSIRO IMT uses Alemba's ASM and makes use of Atlassian's JIRA Service Desk).
  • Demonstrated experience in the use of Atlassian's Confluence for the documentation of operational procedures, knowledge articles and content collaboration.
For full details about this role please review the Position Description

Eligibility:

Applications for this position are open to
Australian Citizens Only

Flexible Working Arrangements:

We work flexibly at CSIRO, offering a range of options for how, when and where you work.

Diversity and Inclusion:


We are working hard to recruit people representing the diversity across our society, and ensure that all our people feel supported to do their best work and feel empowered to let their ideas flourish.


About CSIRO:

At CSIRO Australia's national science agency, we solve the greatest challenges through inno

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