IT Service Management

3 weeks ago

Canberra, Australia Halcyon Knights - LogicMelon Full time

Fed Gov - aviation sector
- Canberra CBD + WFH (hybrid)
- Australian Citizens eligible for a Security Clearance

**ITSM Reporting Specialist**
- Fed Gov - aviation sector
- Canberra CBD + WFH (hybrid)
- Australian Citizens eligible for a Security Clearance

**The Opportunity**:
As the ITSM Reporting Specialist, you will review and analyse current reporting requirements and capabilities, then develop and implement a roadmap to uplift reporting practices across Support Services.

This includes simplifying, automating, and improving reporting practices, the use of reporting tools and data analytics, to provide actionable insights on service performance.

This role will develop performance metrics and an executive-level service performance scorecard, improving both the accuracy and quality of information presented to better inform decision-making.

**Position Specific**:

- Establish requirements and conduct analysis of current reporting capabilities, then develop a capability uplift plan for Service reporting
- Design and develop intuitive and high value dashboards and reports relating to IT Service Management and Service Performance reporting
- Delivery and interpretation of high-quality insights through use of modern reporting methodologies
- Work with business stakeholders, peers, leaders, and technical specialists to uplift reporting capability in support of corporate and strategic objectives
- Determine best-fit reporting metrics across multiple disparate
- Streamline manual processes and automate reporting methodologies
- Ensure that data analysis and reporting is consistent and accurate across Support Services and the Value Chain

**Skills, Competencies and Qualifications**:

- Experience in reporting and analytics of IT services under an ITIL framework including incident, problem change, availability, configuration, and service desk
- Experience with contemporary reporting tools, (including but not limited to PowerBI, ServiceNow Analytics and Cognos)
- Experience in analysis and development of service reports in a complex IT/OT environment with multiple management frameworks
- Established capability and proven experience with data analytics and service delivery performance reporting in a fast-moving operational environment
- Experience and results in research, analysis, reporting in a complex, operational, and geographically dispersed organisation
- Ability to dissect and understand complex business processes to provide robust and accurate reporting
- A high level of computer literacy skills and experience information management systems
- Strong understanding of and experience with IT Service Management toolsets
- 5+ years in an ITSM-led Service Operations environment

**Eligibility**:

- Australian Citizens eligible for a Security Clearance

**Work From Home Policy**:

- Hybrid
- For more information contact Iain or Divya on 1300 946 096.

97367

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