Enterprise Service Manager IT Specialist

4 days ago


Canberra, ACT, Australia Softlabs Full time

SoftLabs is seeking a highly skilled Enterprise Service Manager IT Specialist to join their technology consulting team in the ACT. This contract role offers an exciting opportunity for experienced professionals to utilize their expertise in IT Service Management and deliver quality outcomes.

About the Role:

The Systems Analyst will operate with a significant degree of independence, working closely with customers, end user representatives, and IT managers to produce expected deliverables. They will provide expert advice on ITSM and ESM software products, utilising their in-depth knowledge to drive business improvement initiatives and transformational projects.

Key Responsibilities:

  • Stakeholder engagement to elicit requirements
  • Conducting end user workshops to formulate requirements
  • Collaboration with ITSM SME's and leadership for business process requirements
  • Documenting business requirements in epics, features, user stories, and acceptance criteria
  • Capture non-functional requirements
  • Analysis and documentation of as-is state, mapping to-be state, and respective data flows
  • Contribution to user testing in reviewing UAT artefacts and providing consultancy on requirements, use cases, and acceptance criteria
  • Work with application vendor representatives for problem resolution
  • Collaboration with project management team for system deployment

Requirements:

  • A minimum 5 years' experience in undertaking similar roles for organisations of similar size and complexity as Services Australia
  • Systems and/or business analyst experience with Commonwealth agencies/Government Departments
  • Systems and/or business analyst experience with Service Management Tool uplift

Preferred Criteria:

  • Expertise in Visio, JIRA, and BPM tools (BPMN and UML)
  • Experience supporting User Acceptance Testing
  • Exceptional facilitation and stakeholder management skills
  • Effective influencing, communication, negotiation skills
  • ITIL Certification

This contract position offers a competitive rate, as per Australian market standards. If you're interested in this opportunity, please submit your resume in Word format for review. For confidential discussion, please call us on 02 6108 3980 or 0410 756 040.



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