IT Service Manager

**Job no**: 492921
**Work type**: full-time
**Location**: Canberra
**Categories**: Information Services

**Information Technology Services Manager and HR System Administrator**
**$120,188 - $140,170 + 15.4% super**
**Canberra based**
**AMSA Level 6**

**ABOUT THE ROLE**

Reporting to the Head of Infrastructure & Operations this role is responsible for designing, implementing, and maintaining network and security infrastructure within AMSA.

You will be responsible for:

- **IT Service Management & MSP Coordination**:Collaborate with the current MSP to oversee IT service management functions, ensuring effective operation of AMSA’s ITSM processes, including major incident, problem, change, and configuration management. Act as the primary liaison between AMSA and the MSP, ensuring alignment on service priorities and resolution timelines.
- **Process Governance & Compliance**:Manage and enforce ITSM processes, ensuring compliance with ITIL best practices and AMSA policies. Track and address process-related issues, working with internal and external stakeholders to implement resolutions.
- **Service Performance & Continuous Improvement**:Identify gaps in service delivery, analyse trends, and propose process enhancements for improved efficiency and user experience. Review operational metrics with senior management to drive awareness, engagement, and compliance. Chair regular operational meetings with stakeholders to review KPIs, service performance, and areas for improvement.
- **ITSM Knowledge Management & Training**:Develop and maintain ITSM process documentation, ensuring service teams have access to up-to-date resources. Provide training and guidance to technology teams on ITSM processes, including ServiceNow, AURION, and AMSA’s ITSM framework. Ensure that IT support staff and end-users have access to relevant and updated knowledge articles via the Service Portal (ServiceNow).
- **Service Portal & AURION HR System Administration**:Maintain and administer the Service Portal (ServiceNow), ensuring content remains relevant, accurate, and user-friendly. Collaborate with Subject Matter Experts (SMEs) to update and improve knowledge base articles, workflows, and request catalogue items. Oversee AURION HR system administration, ensuring data integrity, access management, and alignment with HR policies.
- **Commit**: to the AMSA Code of Conduct and Values

**SKILLS AND EXPERIENCE**

To be successful in this position, you will have the following skills and experience:

- Relevant customer services certifications, such as:

- ITIL v3/v4 Foundation; ServiceNow Administrator/ITSM certification (desirable; AURION HR System certification or equivalent (desirable).
- Minimum of 5 years’ experience as ITSM Administrator or equivalent role within a corporate, government or enterprise IT environment.
- Familiarity with ITSM and service management frameworks, such as ITIL, Six Sigma, and AURION HR systems with the ability to translate these into actionable improvements for AMSA.
- Proven ability to meet and exceed service-related KPIs and customer satisfaction targets in an IT service management environment.
- Strong organisational and time management skills, with the ability to effectively prioritise tasks and meet deadlines in a fast-paced, dynamic environment.
- Highly developed communication and interpersonal skills, both verbal and written, with the ability to engage with stakeholders at all levels and communicate technical concepts to non-technical audiences.
- Proven experience in stakeholder engagement and people management, with the ability to influence, negotiate, and drive alignment across teams.
- Strong problem-solving and analytical skills with the ability to troubleshoot and resolve complex service management and administrative challenges.

For more information about this role, please refer to the position description.

**Note**: information about our terms and conditions of employment are contained in the _AMSA Enterprise Agreement 2024 - 2027_

**AMSA BENEFITS**

We are committed a supportive and collaborative work environment, which is why AMSA offers:

- Flexible work including work from home arrangements.
- Health and wellbeing programs including annual flu vaccinations and a healthy lifestyle reimbursement.
- 4 weeks of annual leave plus an office-wide Christmas period shutdown.
- An ability to work for an organisation charged with protecting our marine environments and saving lives.

**ABOUT AMSA**

The Australian Maritime Safety Authority (AMSA) is responsible for the safety of international shipping and domestic commercial vessels, protection of the environment from ship sourced pollution and search and rescue nationally.

AMSA offers unique and interesting career opportunities, and we employ around 450 people across Australia. To learn more about our organisation please visit our website.

**DIVERSITY AND INCLUSION**

At AMSA we acknowledge the value diversity brings. Given the diversity of our role and