ITSM Configuration

1 week ago

Melbourne, Victoria, Australia Airservices Australia Full time
  • Full Time Permanent position in Aviation
  • Flexible, Hybrid Work, including WFH
  • Brisbane, Melbourne or Canberra locations

Summary

Are you an experienced Knowledge and Configuration Management Specialist with a passion for developing and maintaining efficient and reliable processes and working with stakeholders to drive the improvement and adoption of the processes?

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world's airspace and provision of aviation rescue firefighting services at Australia's busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep are helping to secure the future of Australia's skies and keep it amongst the safest in the world.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful. We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry

The Role and the team

As the Knowledge & Configuration Process Practitioner, you will lead and own the Configuration and Knowledge Management Practices, working with stakeholders across the enterprise to drive the adoption of each practice. You will play a crucial role in ensuring the integrity and consistency of our configuration data and implementing strategies to capture, organise and share knowledge to support the service management framework.

You will be an integral part of the Service Management team, developing and maintaining an efficient and reliable enterprise-wide process to deliver successful and repeatable service outcomes across Airservices.

In this role you will:

  • Lead and own the process design, ensuring alignment with the technology and service management frameworks to meet the organisation's needs.
  • Develop and maintain a Configuration Management Plan and deliver uplifts and improvements to the configuration management processes.
  • Define and implement a CMDB data model and service model to support the Configuration Management System across our enterprise technology, including our regulated safety critical systems and services.
  • Ensure configuration management data accuracy is maintained and that plans and processes are in place to ensure its ongoing accuracy
  • Develop and implement a knowledge management strategy and establish and maintain knowledge management processes and activities to support the Service Desk and technical teams
  • Define Key Performance Indicators, monitor and improve performance of the process, driving efficiencies through automation and digitalisation
  • Collaborate with other Process Managers (internal & external) and maintain relationships with stakeholders to gather requirements and ensure that the configuration and knowledge processes are effective and efficient and meet business needs

Please see the link below to view the full Position Description:

PD - Knowledge & Configuration Process

Our Ideal Candidate will have:

  • Configuration Management experience and expertise in developing configuration management plans, CMDB data models and service models
  • Proven experience in developing, implementing a maintaining a CMDB within a complex enterprise environment
  • Knowledge Management experience and expertise in implementing knowledge management initiatives
  • Experience with relevant ServiceNow modules and developing and implementing strategies for the enhancement and maintenance of the ServiceNow CMDB.
  • Strong understanding of ITIL framework and Configuration and Knowledge Management principles and best practices
  • Strong analytical and reasoning skills, a proactive and flexible approach and a keen eye for detail to ensure accuracy and precision in managing configurations.
  • Highly developed interpersonal and communication skills, including a proven ability to develop, influence and maintain working relationships with stakeholders to promote CMDB and knowledge best practices
  • Relevant ITIL certifications or other Configuration or Knowledge Management qualifications

At Airservices Australia, we embrace and thrive on diversity of thought, perspectives, and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is unique, and acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making.

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds, gender identities, people living with disability and Aboriginal and Torres Strait Islander peoples to apply

Security Clearance

To be eligible to apply, you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Jane Moloney (Talent Acquisition Advisor

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm Wednesday 26th June 2024

#LI-JM1

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