Senior IT Service Management Specialist

1 month ago


Canberra, ACT, Australia Empire Group Full time

We are seeking a skilled Senior IT Service Management Specialist for a pivotal role with Empire Group. This 12-month contract requires an NV1 security clearance, providing the opportunity to contribute to a high-impact project on a Service Management Tool uplift within a complex and large-scale environment.

About the Role

In this senior role, you will leverage your expertise in IT Service Management (ITSM) and Enterprise Service Management (ESM) software to deliver quality outcomes. Collaborating with stakeholders, end-users, and IT managers, you will provide guidance on best practices and lead the process from requirements gathering through to deployment. Operating with a high level of autonomy, you will work under broad guidance to produce deliverables that align with organisational objectives.

Some key responsibilities include:

  • Engaging with stakeholders to elicit requirements and conducting end-user workshops.
  • Collaborating with ITSM Subject Matter Experts (SMEs) and leadership on business process requirements.
  • Documenting business requirements, including epics, features, user stories, and acceptance criteria.
  • Analysing and mapping the current state and defining the to-be state and data flows.
  • Supporting user acceptance testing (UAT) by reviewing artefacts and providing consultancy on requirements and use cases.

To succeed in this role, you will have:

  • A minimum of 5 years of experience in a similar role within a comparable organisation.
  • Demonstrated experience as a Systems or Business Analyst within Commonwealth or Federal Government agencies.
  • Hands-on expertise in Service Management Tool uplift and business transformation projects.
  • Proficiency in Visio, JIRA, and a solid understanding of BPM tools (BPMN and UML).
  • Exceptional facilitation, stakeholder management, and influencing skills.
  • Strong communication and negotiation capabilities.
  • ITIL Certification is essential.

This role offers a competitive salary of approximately $120,000 per annum, taking into account the location and industry standards.

Benefits: We offer a range of benefits to support your career growth and well-being, including professional development opportunities, flexible working arrangements, and a supportive team environment.



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