ITSM Operational Specialist, Queensland Health

Reporting to the Manager, Service Transition and Operations you will provide expert ITIL/ITSM process advice, proactive leadership, and operational support to stakeholders to maintain and improve organisation wide ITIL/ITSM standards, processes, and toolsets.
The primary focus of the position is the day-to-day operation and improvement of eHealth Queensland's ITIL Major Incident, Incident, and Problem Management processes.

Key Responsibilities

• Perform the role of Major Incident Coordinator, providing 24x7 on-call support for all P1 and P2 ICT service incidents supported by eHealth Queensland.  (On-call is rostered 1 week on / 2 weeks off).
• Facilitate Post Incident Review (PIR) meetings for eHealth Queensland major ICT incidents ensuring that improvement opportunities are recorded and actioned.
• Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe services and workplaces.
• Provide a single point of contact and custodianship for one or more ITIL/ITSM processes owned and managed by the Service Transition and Operations team (E.g. – Incident, Problem, Change, Release, Request, Service Level Management, or Service Catalogue Management) in line with ITIL best practice standards.  (Responsibilities may extend to the improvement of ITIL/ITSM processes in addition to those listed)
• Develop and maintain ITIL/ITSM process documentation, templates, process RACIs, stakeholder training resources, and process reporting metrics and dashboards.

How you will be assessed

• Demonstrated experience within eHealth Queensland's ICT support environment and major incident process is highly regarded.
• High level of experience leading ITIL/ITSM processes, particularly Change and Release Management within a complex ICT service environment.
• Demonstrated success in designing, implementing, and embedding ITIL/IT Service Management processes.
• High level of experience in a technical ICT support capacity, including familiarity with enterprise technical domains within a large and complex ICT environment.
• Demonstrated experience in the day-to-day operations of one or more of the relevant ITIL processes.

Why work with us?

Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includes

Competitive salaries

• 12.75% superannuation
• 17.5% leave loading

Employee wellbeing

• 38 hour full time work week
• Access to 24/7 confidential employee support providers and counsellors including for immediate family members
• Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.

Professional development

• Career progression with more than 300 diverse career pathways and career support to take you further
• Access to a variety of programs and initiatives to support training and career growth.
• Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.

Our commitment to equity, diversity and inclusion

At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds. Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.

Ready to apply?

For further information on how to apply please review the attached Role Description.

Applications will remain current for a period of up to 12 months and may be considered for other vacancies which may include an alternative employment basis such as temporary, full time or part time.