Itsm Solutions Specialist

2 days ago

Canberra, Australia GMT People Full time

Canberra, Melbourne or Brisbane
- Fed Gov - aviation sector
- Aus Citizens only with ability to obtain a Security Clearance

**The Role**:
Our Fed Gov Client has adopted an ITSM operating model. New service providers and services are onboarded into and/or integrated with this operating model. This is often executed through projects, for which Support Services has the responsibility to deliver this outcome to programmes.

The primary purpose of this position is to work with CTEO support teams, project teams, and Client stakeholders to determine requirements and translate these into solutions to be implemented within the ITSM tools such as the ServiceNow platform.

**Position Specific**:

- Working within existing frameworks and / or approved projects, analyse product and service requirements and required service levels, and determine effort required to integrate new service requirements into the ITSM tools, including ServiceNow.
- Create work packages, including cost estimates and timeframes to integrate service providers and new services into the ITSM tools.
- Manage and coordinate the translation of ITSM designs into solutions within the ITSM tools, working closely with the ITSM technical teams to implement solutions.
- Determine, prioritise, and oversee delivery of functional service requirements and proposed service design options based on in-scope service management tools (e.g., full, or partial integrations between ServiceNow and Service Provider ITSM tools, or manual methods of data exchange).
- Ensure designs are clear and unambiguous so that ITSM tools team can efficiently translate them into coded solutions.

**Skills, Competencies and Qualifications**:

- ServiceNow practitioner experience with broad knowledge of the tool’s capabilities and deep experience with developing solution designs to meet business requirements.
- Demonstrated ability to translate requirements and design efficient and effective ITSM service solutions.
- A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
- Experience working within ITSM frameworks.
- Demonstrated ability to drive, deliver and sustain improvement plans and improve levels of services provided.
- Demonstrated and strong experience in business writing/reporting.
- Demonstrated ability to manage multiple priorities within a dynamic environment
- IT industry experience (10 years minimum).
- Minimum ITIL Practitioner certification.
- Degree in IT or equivalent experience.

**Eligibility**:

- Must be Australian citizen and have the ability to obtain a Government Security Clearance.

For more information please speak with Iain 0262010100 or our Consultants on 0262010100 or 0386139999.

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