Itsm Specialist

**ITSM Reporting Specialist**
- ** Federal Government Client**:

- ** Competitive Salary | meaningful public sector work**:

- ** Flexible working environment | Melbourne**

***

**Role Objective**:
ITSM Reporting Specialist, will be required to review and analyse current reporting requirements and capabilities; and to develop and implement a roadmap to uplift reporting practices across Support Services. This includes simplifying, automating, and improving reporting practices, the use of reporting tools and data analytics, to provide actionable insights on service performance.

This role will develop performance metrics and an executive level service performance scorecard, improving both the accuracy and quality of information presented to better inform decision making.

**Responsibilities**:

- Establish requirements and conduct analysis of current reporting capabilities, then develop a capability uplift plan for Service reporting.
- Design and develop intuitive and high value dashboards and reports relating to IT Service Management and Service Performance reporting.
- Delivery and interpretation of high-quality insights through use of modern reporting methodologies.
- Work with business stakeholders, peers, leaders, and technical specialists to uplift reporting capability in support of corporate and strategic objectives.
- Determine best-fit reporting metrics across multiple disparate platforms.
- Streamline manual processes and automate reporting methodologies.
- Ensure that data analysis and reporting is consistent and accurate across Support Services and the Value Chain.
- Work within systems with various levels of maturity and capability to achieve best possible reporting outcomes.
- Analysis of reported patterns and trends to improve service delivery, working closely with business stakeholders and vendors on key reporting requirements.
- Prepare complex Service performance reports, analysing and presenting data along with appropriate recommendations for service delivery improvements.
- Support CTEO on analytical initiatives.
- Other duties as required to undertake the role

**Prerequisites**:

- ** Must be an Australian Citizen**; able to achieve and maintain an Australian Government National Security Clearance at the required level.
- Experience in reporting and analytics of IT services under an ITIL framework including incident, problem change, availability, configuration, and service desk.
- Experience with contemporary reporting tools, (including but not limited to PowerBI.
- ServiceNow Analytics and Cognos).
- Experience in analysis and development of service reports in a complex IT/OT environment with multiple management frameworks.
- Established capability and proven experience with data analytics and service delivery performance reporting in a fast-moving operational environment.
- Experience and results in research, analysis, reporting in a complex, operational, and geographically dispersed organisation.
- Ability to dissect and understand complex business processes to provide robust and accurate reporting.
- A high level of computer literacy skills and experience information management systems.
- Strong understanding of and experience with IT Service Management toolsets
- 5+ years in an ITSM led Service Operations environment.
- An analytical approach to tasks, combined with well-developed problem-solving skills.
- A demonstrated ability to interpret data and work with limited technical guidance on moderately complex tasks.
- Well-developed verbal and written communication skills, and the ability to manage important business relationships.
- Tertiary qualifications in a relevant field and/or equivalent experience.

This is a government-owned organisation providing safe, secure, efficient, and environmentally responsible services. The organisation is committed to continuing to improve business by providing customers with services they value and embedding new ways of working and technology investments to further innovate and optimise.