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IT Process Expert
2 weeks ago
We are seeking an expert in IT Process Management to join our team.
This role involves providing guidance and support to clients on the implementation of IT Service Management (ITSM) processes, architectures, and tools.
The ideal candidate will have experience working with ITIL frameworks, process automation, and service integration models. They will be able to assess maturity and design service improvement roadmaps aligned to strategic objectives.
Key Responsibilities:
- Lead and contribute to service management process design and implementation projects
- Assess maturity and design service improvement roadmaps aligned to strategic objectives
- Support architecture, configuration and roll-out of ITSM tools like ServiceNow, BMC, or JIRA
- Collaborate on service catalogue design, automation, AIOps integration, and operational reviews
- Design SIAM and FinOps models to support scalable cloud and infrastructure outcomes
- Produce clear documentation including operating models, proposals, process maps and reports
- Provide technical input on service desk transformations and end-to-end service delivery
Required Skills and Qualifications:
- At least 3 years' experience in service management or digital transformation consulting
- Hands-on knowledge of ITIL-based tooling (e.g., ServiceNow, BMC, Splunk, JIRA)
- Strong understanding of ITSM operating models and automation frameworks
- Excellent stakeholder communication and ability to simplify complex issues
- Exposure to cloud platforms and FinOps concepts (AWS, Azure, GCP preferred)
- Relevant certifications (e.g., ITIL4, SRE, COBIT, ServiceNow, or cloud credentials)
Benefits:
- Australian Citizenship and an active NV1 Security Clearance
- Flexibility to work on-call or after-hours deployments when needed
Others:
This is a full-time role that requires collaboration with a high-performing team to improve federal service delivery and IT system performance.
