ITSM Specialist

Classification: ANU Officer Grade 07 (Information Technology)

Salary package: $105,219 to $110,489 Competitive remuneration package including 17% Superannuation

Term: Full time, Continuing

Responsible for supporting key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. We want YOU to join our Service Management Office team and help the University embark on the most significant digital transformation in our history.

About the Role

As a ITSM Specialist you will work with the Service Management Office (SMO) to support key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. The role will support the design and implementation ITSM and ITIL processes and the ongoing delivery of consistent, effective, and efficient services. This position will be responsible for improving customer experience and will build effective and collaborative relationships across portfolio areas, with Colleges and Service Divisions, and service providers.

Key Duties:

• Work with Information Technology Infrastructure Library (ITIL) process owners to identify, model, and document business, process, and data requirements.
• Apply ServiceNow best practices, product capabilities, and customer experience (UX) while considering future maintenance and risk.
• Support the IT Service Management Office in the evolution of the ITSM model to Service Excellence.
• Promote service ownership by establishing a service taxonomy including a Service Catalogue, a Service Level Management process, and a Service Portfolio Management process.
• Integrate and support systems availability and performance through the effective use of established Incident and Service Level Management processes, clear executive communications, and service recovery activities.
• Support continual service improvement and increase of quality of services.

About You

We welcome applications from individuals who possess the following attributes:

• Experienced Service Management practitioner
• Experience with enterprise-wide service management tools, technologies and processes.
• Accreditation in ITIL or equivalent will be highly regarded.
• Experience working closely with human centred design teams and practices
• Resilience and courage
• Consultative, empathetic and inclusive in your approach to your work
• Experience managing stakeholders
• Strategic thinking

About Us

ANU is home to some of the most remarkable people from across the world: visionaries, influential leaders, researchers and advocates creating impact and change nationally, regionally and globally.

ANU attracts exceptional staff and students and, through education and enrichment programs, helps them to achieve ambitious goals, and pursue brilliant careers. Ranked in the top 30 universities globally, the first Australian university to be recognised in this elite tier, ANU continues to be an academic resource for the whole of Australia.

About ITS: Information Technology Services (ITS) delivers digital solutions that enable the Australian National University to achieve its strategic goals: a student experience, equal to the world's best, and research that transforms society and creates national capability. ITS has responsibility for the University's digital ecosystem and is leading the delivery of the Digital Master Plan, a 10-year strategic roadmap for the transformation of the University's digital capability.

Digital Transformation: We have released our ANU 2025 Strategy, and our Digital Master Plan, which will see ANU embark on the biggest digital transformation in our history. A transformation that matches our national and global mission. Our digital future will transform the experience of ANU for our students, researchers, academics, professional staff and the wider community and we are seeking great people to be a part of this history making journey. Our Digital Master Plan site (opens an ANU website) has more information.

For further information about this position, please contact Feisar Joya, , Manager, Service Management Office

The University actively encourages applications from Aboriginal and Torres Strait Islander people. For more information on employment opportunities, contact our Indigenous Employment Consultant on

ANU values diversity and inclusion and is committed to providing equal employment opportunities to those of all backgrounds and identities. For more information about staff equity at ANU, visit

Reasonable adjustments to support applicants through this recruitment process, including providing an accessible Position Description, can be made available upon request. Requests for adjustments will be treated with the strictest of confidentiality.

How to Apply:

To apply for this role please ensure that your submission includes the following documents:

• A statement addressing the selection criteria showing how your skills, experience and approach align with the role in no more than 2 pages (for reference, see the position description & selection criteria).

A current resume

Applications which do not address the selection criteria may not be considered for the position.

Please note: The successful candidate must have rights to live and work in this country and will be required to undergo a background check during the recruitment process. An offer of employment is conditional on satisfactory results.