IT Service Management Specialist

**Role Type**: Full time, 2-year contract
**Salary**: $101,951 - $110,279 per annum plus super
Join a forward-thinking Institute and use your ITSM expertise to drive change, uplift service excellence, and shape the future of IT delivery
Shape and champion ITSM practices that directly impact Institute-wide success
Be the trusted IT partner driving innovation, efficiency, and service excellence
Grow your career in a collaborative environment that values continuous improvement
**The opportunity**:
Reporting to the Head of IT Operations, the IT Services Management Specialist (ITSM) plays a critical role in driving and coordinating ITSM practices across the Technology Office. This position is responsible for driving change and ensuring the consistent and effective delivery of IT services by embedding and maintaining best-practice ITIL processes.
Acting as a key liaison between Technology Office and stakeholders within the Institute, the role ensures that service delivery aligns with the Institute’s objectives, supports operational efficiency, and promotes continuous improvement.
The IT Services Management Specialist will monitor service performance, facilitate service reporting, and support process maturity initiatives to uplift the quality and reliability of IT services within the Technology Office.
**Your responsibilities include**:
Lead and execute a structured Incident Management process to ensure the timely identification, escalation, and resolution of major incidents, minimising disruption to business operations.
Coordinate response efforts across teams, maintain effective communication with stakeholders, and ensure transparency throughout the incident lifecycle.
Deliver proactive and reactive Problem Management activities to identify, investigate, and resolve recurring issues that impact IT service stability and performance.
Manage the change control queue, ensuring all change requests are assessed, prioritised, and implemented with mínimal disruption to business operations.
Manage the lifecycle of IT assets (hardware and software), ensuring accurate tracking, optimised utilisation, and compliance to drive cost reduction and return on investment.
**What we need from you**:
Minimum of 5 years’ hands-on experience operating in a mature ITSM function, with a strong focus on incident, problem, change, and asset management.
ITIL v3 foundation certified and v4 foundation certificate (preferred).
Demonstrated experience with IT service management (ITSM) tools (e.g. iVanti, ServiceNow, Jira Service Desk) and ITIL frameworks.
Experience with end-to-end service mapping and managing a Service Catalogue, with a strong ability to interpret technical configurations and understand the relationships and dependencies between the IT assets that comprise the service.
Proven ability to lead and support change initiatives by promoting ITSM best practices, driving process improvements, and influencing adoption of structured frameworks with resilience and adaptability.
What’s in it for you?
**Maximise Your Pay**: Benefit from salary packaging, including entertainment and novated leases
**Make a Difference**: Collaborate with a team passionate about making a positive impact
**Supportive Environment**: Work in a dynamic and energetic setting with our expanding team.
**Work-Life Balance**: Benefit from generous personal leave days and purchased leave options
Who we are
Murdoch Children’s Research Institute envisions a transformative future for child health. Our institute is a hub of impactful scientific breakthroughs, particularly in early interventions, enhanced diagnosis, prevention, and potential cures. We thrive on collaborative, multidisciplinary problem-solving to address challenging queries in child health. Committed to inclusivity and respect, we foster a positive working environment that values diverse backgrounds and experiences. As a proud member of the Australian Network on Disability and a dedicated supporter of Science Australia Gender Equity (SAGE), we uphold principles of equal opportunity and diverse representation.
We are committed to the safety of children and young people and takes a zero-tolerance approach to all forms of child abuse, exploitation and harm. Child safety is prioritised in our decision-making at all levels of the Institute.
Join Us
Your resume
A cover letter addressing the selection criteria
Ensure these documents are combined into a single PDF file.
No recruitment agencies please.
Position Description
**Applications close**: 22 September 2025 AUS Eastern Daylight time