IT Service Management Solutions Specialist

IT Service Management Solutions Specialist

We are seeking a highly skilled IT Service Management Solutions Specialist to join our team. The ideal candidate will have strong experience in designing and implementing IT service management solutions, with a focus on process improvement and innovation.

About the Role

The IT Service Management Solutions Specialist will be responsible for:

• Designing and implementing IT service management solutions that meet business requirements and improve operational efficiency;
• Analyzing product and service requirements and determining effort required to integrate new service requirements into ITSM tools;
• Managing and coordinating the translation of ITSM designs into solutions within ITSM tools, working closely with ITSM technical teams to implement solutions;
• Determining, prioritizing, and overseeing delivery of functional service requirements and proposed service design options based on in-scope service management tools;
• Ensuring designs are clear and unambiguous so that ITSM tools team can efficiently translate them into coded solutions;
• Ensuring the ITSM design activity for on-boarding services and service providers incorporates all key processes, as determined by the organization's ITSM Operating Model;
• Coordinating the on-boarding and transition of Service Providers, teams, practices, processes, procedures, and knowledge-based articles, working with ITSM tools team to onboard data;
• Ongoing proactive review of the workability of the ITSM solution design process and analyzing and proposing subsequent improvement opportunities where service value can be enhanced;
• 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;
• 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;
• Must be an Australian Citizen;
• Must be able to achieve and maintain an Australian Government National Security Clearance at the required level;

Requirements

To be successful in this role, you will need:

• A strong understanding of IT service management principles and practices;
• Experience in designing and implementing IT service management solutions using ServiceNow;
• Excellent communication and interpersonal skills;
• Ability to analyze complex problems and develop innovative solutions;
• Strong project management skills and ability to manage multiple priorities;
• Proven ability to work effectively in a dynamic environment;
• Highly developed analytical and problem-solving skills;
• Strong attention to detail and ability to deliver high-quality results under pressure;
• Ability to collaborate effectively with cross-functional teams;
• Knowledge of ITIL framework and best practices;
• Business acumen and ability to understand business needs and objectives;
• Strong written and verbal communication skills;
• Ability to build strong relationships with stakeholders;
• Results-driven and able to work independently;
• Familiarity with IT industry trends and technologies;
• Basic knowledge of programming languages such as Java, Python or SQL.

What We Offer

In return for your skills and experience, we offer:

• A competitive salary package;
• Ongoing training and professional development opportunities;
• A collaborative and dynamic work environment;
• The opportunity to work on high-profile projects and make a real impact;
• A comprehensive benefits package including health insurance, retirement savings plan, and paid time off;
• Professional growth and career advancement opportunities;
• A positive and inclusive work culture;
• A flexible work arrangement policy allowing for remote work arrangements;
• Opportunities to work with a talented team of professionals.

How to Apply

If you are a motivated and experienced IT Service Management Solutions Specialist looking for a new challenge, please submit your application, including your resume and cover letter, via [insert link].