IT Service Management

IT Service Management (ITSM) Systems Specialist

Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.

Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including an extra week of annual leave, 18 weeks paid parental leave, extra-long service leave together with various ongoing learning and professional development opportunities.

**_ Acknowledgement of Country_**_ _**Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.

**What are we looking for?**

Our National Information Technology team in Melbourne is now seeking an IT Service Management (ITSM) Systems Specialist.

This role will have you responsible for the administration, configuration and continuous improvement of the firm’s ITSM platform and ensure that the ITSM tool/s, supports efficient and reliable IT operations. Also, aligning with ITIL best practice and meets business needs for incident, problem, change and request management.

You will bring strong technical skills, process knowledge and experience with ITSM systems to support and evolve IT service delivery.

This is a full time permanent opportunity based in our Head Office in Melbourne CBD. We offer a flexible working environment, where you can spend your time between office and home.

Day to day responsibilities will include:

- Administer and support the ITSM platform including related customisations
- Implement and maintain ITIL-based processes such as Incident, Problem, Change, Request and Knowledge Management within the platform
- Collaborate with IT operations, service desk, and business units to gather requirements, implement enhancements and ensure effective use of the platform
- Develop and maintain dashboards, reports, and KPIs to support service performance monitoring and decision-making
- Identify and implement opportunities to improve system efficiency, user experience and automation of recurring tasks
- Participate in platform upgrades, patching and integrations with other IT tools or 3rd party systems
- Ensure data integrity, security and compliance with internal and external standards
- Provide support, training and documentation for users and administrators
- Oversee the change management process to ensure that all IT changes are assessed, approved, implemented and reviewed in a controlled and risk-mitigated manner.
- Other duties as required

**What will you bring?**

Relevant qualifications, experience, skills and capabilities will include:

- Tertiary qualifications in the area of ITSM
- Proven experience of approx. 5+ years hands-on experience with ITSM platforms (eg ServiceNow, JIRA JSM)
- Experience configuring workflows, forms, reports and automation within an ITSM platform
- Strong understanding of ITIL processes and frameworks
- Exceptional problem-solving and analytical capability
- Excellent written, verbal communication and interpersonal skills
- Strong time management, organisational and prioritisation skills
- Strong stakeholder engagement

It would also be highly desirable if you had the following qualifications, experiences and skills:

- ITIL v4 Foundation Certification
- Experience working in Agile or DevOps environments
- Strong working knowledge and experience with JavaScript
- Knowledge of CMDB, asset and configuration management

**What next?**

**To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia. Proof of work rights will be required as part of the recruitment process.