Itsm Specialist

3 days ago

Sydney, Australia Interactive Pty Ltd Full time

**LOCATION(S)**
- Sydney
- **POSITION**
- Permanent

**DEPARTMENT**
- IT & Telecomms

At Interactive, we’re not just a tech company; we’re a dynamic force in the tech landscape, constantly growing and evolving. We were named in the WRK+ Best Places to Work in 2023 and #1 Best Place to Work in Australia in 2020.

We’re looking for an **IT Service Management Specialist** to take the lead in improving our ITSM practices, reduce incident volumes, and deliver meaningful change through Problem Management and Continual Service Improvement (CSI).

Role:
As the ITSM Specialist, you’ll be the go-to expert for managing complex problems and championing a culture of continuous improvement across the business. You’ll drive root cause analysis, manage our Known Error Database, and turn insights into actionable service enhancements. Your work will help us create more reliable, efficient and resilient IT services.

Some of the key things you’ll do:

- Own and manage the Problem Management lifecycle, from root cause to resolution
- Lead cross-functional CSI initiatives that deliver lasting value
- Track trends and reduce recurring incidents through proactive analysis
- Collaborate with resolver groups, delivery teams and leadership
- Support and uplift other ITSM practices like Incident, Change and Configuration

About You:

- 5+ years of experience in IT or MSP environments, with 2+ years in Problem Management
- Hands-on experience driving CSI or similar service improvement initiatives
- Excellent communication and stakeholder engagement skills
- Strong understanding of ITIL principles (ITIL4 certification highly regarded)
- Detail-oriented with strong reporting, analytical and documentation skills
- Familiar with tools like ServiceNow, Excel, PowerBI
- Proactive, self-driven, and passionate about service excellence

Why Interactive?

As part of our team, you’ll enjoy perks like free on-site barista in our St Leonards office, hybrid work and access to a diverse range of benefits and discounts from our partners.

If you’re passionate about service management and want to make a real impact in a collaborative, forward-thinking environment, we’d love to hear from you
- #LI-TR1

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