Itsm Specialist

7 months ago

Canberra, Australia Datacom Full time

Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
Our team
Our IT Service Management team are a passionate bunch, and we genuinely care about maximising the service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on
About the Role
Looking for a strong ITSM/ITIL all-rounder that can support Availability Management. As the ITSM Specialist, you will be primarily responsible for managing the customers’ Availability Management requirements, working closely & supporting Capacity Management Services as well as supporting other ITSM processes from time to time.
In this role, you will ensure the delivery of value to our customers and internal stakeholders through high-quality customer delivery of ITSM Services,
What you’ll do
As ITSM Specialist you will be responsible for, but not limited to:

- Generating regular reports on availability performance, and improvement initiatives. Communicating availability-related information to internal and external stakeholders.
- Identifying areas for improvement in availability management processes, tools, and techniques.
- Working closely with capacity management to ensure that adequate capacity is available to meet service availability requirements
- Leading and representing the Availability Management service on behalf of Datacom to your customers
- Service Level adherence for Availability related SLAs
- Collaborating with incident and problem management teams to investigate and resolve availability-related incidents.
- Collaborating with monitoring team to ensure adequacy of mechanisms to monitor the availability and performance of IT services
- Conducting risk assessments to identify potential threats to availability, such as single points of failure, capacity constraints, or environmental risks.

What you’ll bring
You will have extensive IT industry experience, with at least 3 years’ experience in an ITSM role - across a mix of Incident, problem, availability, capacity and IT Service continuity management. Ideally you will have managed mid to large contracts for the delivery of IT services, with a strong track record of achieving high customer satisfaction. You will be passionate about ITIL, with a sound understanding of technical concepts and frameworks. Along with exceptional communication, stakeholder management and analytical skills, and be comfortable working in sometimes stressful environments.
Why Datacom?
We have over 6,500 people across our global offices and generate an annual revenue of over NZ $1.2 billion annually. This makes us one of Australasia’s largest professional IT services companies.
With this comes a long list of significant clients and Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds to serve those clients.
We are local at heart, yet world-class in capability.

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