IT Service Management Process Coordinor

The Public Transport Authority (PTA) is seeking a motivated and detail-oriented IT Service Management (ITSM) Process Coordinator to join our Information Management and Operational Systems team on a permanent, full-time basis.

Reporting to the ITSM Process Manager, this role plays a key part in supporting and enhancing IT service processes across change, problem, release, and configuration management. You'll contribute to strategic and operational improvements, coordinate system updates, and work closely with stakeholders to drive best practice service delivery.

Key Responsibilities:

Provide technical direction and guidance on daily IT service management activities, ensuring alignment with best practice frameworks.

Develop, test, and coordinate changes to the ITSM toolset, engaging stakeholders and ensuring documentation and standards are up to date.

Seek feedback andconduct research and analysis to identify improvement opportunities and provide advice to management and system owners.

Work to agreed Service Level Agreements (SLAs) and maintain effective relationships with internal and external stakeholders.

Support the development of project documentation and provide input into technology upgrades or system enhancements.

This is an excellent opportunity for a proactive IT professional with a passion for service management and continuous improvement. If you're ready to make a difference in a high-impact, fast-paced environment, we'd love to hear from you.

About You

To be successful in this role, you should possess:

Current ITIL Foundation Certificate or demonstrated practical experience in Change, Major Incident, Problem, and Configuration Management processes (preferably within ServiceNow).

Proven ability to engage people when providing technical support and collaborate with your team to achieve goals.

Sound written, verbal, and interpersonal skills with the ability to build rapport and maintain a strong customer service focus.

Strong conceptual and analytical abilities to assess complex issues and recommend effective solutions and improvements.

Effective time management and organisational capabilities, able to manage multiple priorities independently with minimal supervision.

About Us

The Public Transport Authority's (PTA) vision is to be recognised as a leader in providing world-class public transport services and solutions. Our purpose is to provide safe, customer-focused, integrated, and efficient transport services that align with our core values.

At the PTA, we hold five core values dear: safety, respect, recognition, integrity, and sustainability. These values guide everything we do, ensuring a workplace where safety is paramount, respect is fundamental, achievements are celebrated, integrity is unwavering, and sustainability is integral to our mission.

As a fast-growing economy, Western Australia's public transport system, under the PTA, is recognised as the best in Australia and one of the most efficient, clean, and safe networks globally. Rail transport plays a vital role in our continued success and growth, exemplified by our numerous projects such as METRONET, designed to meet the public's needs and expectations. Moving millions of people requires the skill and commitment of a talented workforce, and at the PTA, we are dedicated to delivering on our vision and purpose while upholding our values every step of the way.

Opportunities to grow through personal development and career pathways

Health and Wellbeing programs including access to a free 24/7 onsite Gym

Subsidised Corporate Apparel and Spectacles

Opportunity to join our Social Club offering savings and benefits all year round.

There is one permanent full-time opportunity available for an immediate start. Applicants assessed as suitable through this process may be used to fill similar vacancies both fixed term and permanent that may arise within the next 12 months.

To be eligible to work permanently at the PTA you must be either an Australian Citizen, have Permanent Residency status or hold a current visa with permanent working rights in Australia.

The PTA is an equal opportunity employer and encourages people with disability, Aboriginal and Torres Strait Islander people and persons from culturally diverse backgrounds to apply.

Further Information

Please contact Suresh Kalagara, ITSM Process Manager on (08) 9326 5442 for specific information about the role.

For more information about the PTA, please visit www.pta.wa.gov.au.

Applicants are requested to provide the following:

A comprehensive CV with two work related referees.

A written application (of no longer than 2 pages) address selection criteria 1 (core competencies) and 4 (conceptual, analytical and problem solving) as per the attached JDF.

Applicants must apply online, using the 'Apply' button at the top of the screen. This will take you to the WA Jobs board www.jobs.wa.gov.au where you will need to follow the instructions listed on the advert. If not directed straight to the position, please key Position Number 34436 in the web search box.

All applications must be submitted through the PTA website, or the WA Government jobs portal. Applications received via other platforms will not be considered.

Please note you will be required to complete the PTA Integrity and Qualification Consent Form and an Australian National Police Clearance should you become the recommended applicant through the recruitment process. Adverse outcomes of Integrity reviews and NPC's will not necessarily disqualify an applicant from the selection process. All PTA positions are subject to ongoing integrity screening. Suitable applicants will also need to undertake a Drug and Alcohol Screen prior to commencement.

Closing Date: 1 September 2025 at 5:00pm

Salary match Number of applicants Skills match

The Public Transport Authority (PTA) is responsible for the following transport services:

Rail, bus and ferry services in the metropolitan area (Transperth)

Public transport services in regional centres (TransRegional)

Coach and rail passenger services to regional areas (Transwa)

School bus services

Designing, building and maintaining transport infrastructure (see our Projects)

Protecting the long-term viability of the State's freight rail corridor and infrastructure.

Since 2010, the State's three key transport agencies - the Public Transport Authority, the Department of Transport and Main Roads - have worked together as the Transport Portfolio to coordinate a smarter, integrated and optimised transport network for WA.

Source: This is an extract from the company's own website.

The Public Transport Authority (PTA) is responsible for the following transport services:

Rail, bus and ferry services in the metropolitan area (Transperth)

Public transport services in regional centres (TransRegional)

Coach and rail passenger services to regional areas (Transwa)

School bus services

Designing, building and maintaining transport infrastructure (see our Projects)

Protecting the long-term viability of the State's freight rail corridor and infrastructure.

Since 2010, the State's three key transport agencies - the Public Transport Authority, the Department of Transport and Main Roads - have worked together as the Transport Portfolio to coordinate a smarter, integrated and optimised transport network for WA.

Source: This is an extract from the company's own website.

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