Service Management Tool Administrator

5 days ago

Canberra, ACT, Australia EDT Global Pty Ltd. Full time
{"Key Responsibilities": "Drive Service Management Excellence

As a Service Management Tool Administrator at EDT Global Pty Ltd., you will play a pivotal role in ensuring the seamless operation of our Service Management Tool (SMT). Your expertise will be instrumental in developing and managing taxonomies, processes, and workflows that align with ITIL best practices.

  • Develop and maintain SMT policies, processes, and procedures in line with ITIL best practices, incorporating the Federated Mission Network (FMN) framework, Consult, Command, and Control (C3) taxonomy, and DevSecOps methodology.
  • Design and implement taxonomies for various Service Management practices.
  • Support other Service Management roles in creating ITIL processes within the SMT.
  • Collaborate with other Service Management roles to assist in the development of Service Catalogue items, including managing their approval workflows within the SMT.
  • Provide customized reporting solutions for any reports not provided "out of the box."
  • Offer assistance, training, and guidance for the creation of customized SMT dashboards.
  • Act as the WSO point of contact when liaising with broader CIOG stakeholders on SMT-related matters.
  • Stay up-to-date with ServiceNow best practices, updates, and new features to drive continuous improvement.
Required Skills and Experience

To succeed in this role, you will need:

  • At least 3 years of experience in Service Management Tool Administration roles.
  • Demonstrated ability to manage client relationships and effectively translate technical issues into clear, business-friendly language.
  • Practical knowledge of ITIL practices, including Change, Incident, Problem, Service Catalogue, Service Level, Configuration, and Asset Management (aligned with ITIL V4 practices).
  • Proven experience in configuring and administering the ServiceNow platform, specifically in incident, change, and problem management.
  • ServiceNow certification(s), such as Certified System Administrator or Certified Implementation Specialist.
"}

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