Itsm Operational Specialist

2 weeks ago


Brisbane, Australia Queensland Health Full time

**The role**: Within a professional and dynamic team, provide custodianship for one or more Service Transition and Operations Processes that are owned and managed by the Service Transition and Operations team (Incident, Problem, Change, Release, Knowledge, Request or Configuration Management) in line with ITIL best practice standards
This role will work in collaboration with internal eHealth technical stakeholders and ICT executives and management across all the Hospital and Health Services across Queensland.

**As the ITSM Operational Specialist you will**:

- Drive adoption of these processes within eHealth to ensure process awareness, compliance and efficiently with a focus on the delivery of key performance indicators using visual management reports and dashboards
- Proactively identify and progress improvement opportunities across the Transition and Operations Processes to uplift Service Delivery across EHealth and other ITSM users within the system.
- Evaluate IT system issues and opportunities that are presented by our ITSM platform (primarily ServiceNow, Whispir, Splunk and AWS) and the formulate, design and provision appropriate solutions and improvements that enable the efficient use and measurement of our processes.
- Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken to ensure high quality, safe, services and workplaces.

Are you right for this role?

**To be successful in this role you will have**:

- High level of experience in an ITSM role within a complex ICT service environment
- High level of experience in an IT technical role and familiarity with enterprise technical domains within a large and complex ICT environment
- Demonstrated experience in the day to day operations of one or more of the relevant ITIL processes
- Highly developed interpersonal, negotiation, consultation, oral and written communication skills with a diverse range of stakeholders to achieve tangible improvements in IT service quality
- Demonstrated success in designing, implementing and embedding IT Service Management processes

**Specific Working Conditions**:

- It is a condition of employment for this role for the employee to be, and remain, vaccinated against COVID-19 (Health Employment Directive No. 12/21 and Queensland Health Human Resources Policy B70)
- Participating in on-call arrangements is a requirement of this position. Appropriate remuneration under the Award will apply
- The ability to be available as a point of escalation where major service interruptions occur out of hours is a requirement of this position. Appropriate remuneration under the relevant award will apply
- Reasonable travel as negotiated may be a requirement of this position
- An open 'C' class driver's licence is desirable

**About - eHealth Queensland**: eHealth Queensland is one of the largest Information Communication Technology operations in the state. It is responsible for ensuring the smooth operation of information systems and technologies so that Queensland Health employees and health providers have access to information that supports the delivery of health care.

**Benefits of working with eHealth Queensland**: By joining eHealth Queensland you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

**You will enjoy a variety of benefits, including**:

- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development



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