Expert IT Service Management Analyst for Canberra Office

1 day ago


Canberra, ACT, Australia Softlabs Full time

About the Job

We are seeking an Expert System Analyst to join our team in Canberra, with a focus on Enterprise Service Manager. The ideal candidate will have extensive experience in IT Service Management and a proven track record of delivering high-quality outcomes.

The role involves providing expert advice on ITSM and ESM software, working closely with customers, end-users, and IT managers to produce expected deliverables. The successful candidate will operate with a significant degree of independence, making decisions based on their own judgment.

Key Responsibilities

  • Stakeholder Engagement to elicit requirements
  • Conducting workshops to formulate requirements
  • Collaborating with ITSM SME's and leadership for business process requirement
  • Documenting business requirements in the form of epics, features, user stories, and acceptance criteria
  • Capturing non-functional requirements
  • Analysis and documentation of as-is state, mapping the to-be state, and respective data flows
  • Contributing to user testing in terms of reviewing UAT artefacts and providing consultancy on requirements, use cases, and acceptance criteria
  • Working with application vendor representatives for problem resolution
  • Collaborating with project management team in regard to system deployment

Mandatory Criteria

  • A minimum of 5 years' experience in undertaking the same or similar role for an organisation of the same or 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

Weighted Criteria

  • Systems Analyst and/or Business Analyst Experience with business improvement initiatives and business transformational projects
  • Expert user of Visio, JIRA
  • Good understanding of BPM tools (BPMN and UML)
  • Experience supporting User acceptance testing
  • Exceptional facilitation and stakeholder management skills
  • Effective influencing, communication, negotiation skills
  • ITIL Certification

About the Salary

We offer a competitive salary based on the Australian market standards, ranging between $80,000 and $120,000 per annum, depending on your level of experience and qualifications.

Location and Working Arrangement

This position is based in Canberra and requires you to work from our office at least three days a week. We value work-life balance and flexible working arrangements.



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