IT Performance and User Experience Specialist

NEC Australia are seeking expressions of interest for an IT Performance & User Experience Specialist to join our team of contract consultants in Melbourne to work on-site for one of our customers. Experience working in a Managed Services environment highly desirable.

Key Responsibilities

Reporting into the Service Management lead, the IT performance & user experience analyst is responsible for the usability of the ServiceNow portal and the delivery of IT performance reporting and dashboards. This role blends ServiceNow portal design, IT performance reporting, and business analysis to enhance user experience, streamline workflows, and support operational excellence. The role requires experience in IT operations and a strong understanding of service management frameworks.

ServiceNow Portal & Workflow Design

• Design and configure ServiceNow portals to support intuitive, user-friendly service experiences.
• Develop and optimise ServiceNow workflows for incident, request, change, and knowledge management.
• Collaborate with platform engineers and process owners to ensure alignment with ITIL and enterprise architecture.
• Implement role-based access, catalogue items, and dynamic form behaviours to support field mobility and back-office functions.

IT Performance Reporting

• Build and maintain dashboards and reports using ServiceNow Performance Analytics and other BI tools (e.g., Power BI, Tableau, ServiceNow Reporting/Analytics).
• Monitor key metrics such as SLA compliance, incident trends, and system availability across the IT environments.
• Support regulatory and operational reporting with accurate, timely data.
• Provide insights to improve service reliability, outage response, and customer satisfaction.

Business Analysis & Process Improvement

• Elicit and document business requirements for digital workflows, integrations, and reporting needs.
• Facilitate workshops with stakeholders across IT & business units.
• Map current and future-state processes, identifying automation and optimisation opportunities.
• Support change impact assessments and training materials for new ServiceNow capabilities.
• Utilise modern technologies and design principles (e.g., AI, Automation, human centred design).

Experience

Education / Qualifications:

• Degree in Information Technology, Computer Science, or Information Systems or equivalent formal training
• Certifications in ServiceNow (desirable)
• Lean process design (Six Sigma)

Knowledge:

• Solid understanding of technical environments, tools and frameworks
• Extensive knowledge in ServiceNow/Reporting
• Strong knowledge of Microsoft product suite
• Expertise in defining SLAs, operational models, and support frameworks for services.

Experience:

• Proficiency in performance analytics, dashboarding, and reporting tools.
• Hands-on experience with ServiceNow portal design, catalogue configuration, and workflow development.
• Business analysis skills including stakeholder engagement, process mapping, and documentation.
• Strong stakeholder management skills, with experience engaging at executive and operational levels.
• Experience working in an agile environment highly desirable.
• Understanding of ITSM processes (e.g., incident, change, request, problem).
• Proven ability to work in complex, multi-vendor environments.

Eligibility:

To be eligible for a position, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including police checks.

Commencement Date:
asap

This is an initial 6-month initial contract with high likelihood of extension for successful candidates.

Work arrangement – onsite (Melbourne CBD).

Applications open for a short time only.