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Itsm Operational Specialist

2 weeks ago

Brisbane, Queensland, Australia Queensland Health Full time

**The role**: Within a professional and dynamic team, provide custodianship for one or more Service Transition and Operations Processes that are owned and managed by the Service Transition and Operations team (Incident, Problem, Change, Release or Knowledge) in line with ITIL best practice standards.
This role will work in collaboration with internal eHealth technical stakeholders and ICT executives and management across all the Hospital and Health Services across Queensland.

**As the ITSM Operational Specialist you will**:

- Provide expert advice to all levels of leadership within the organisation and drive adoption of these processes within eHealth to ensure process awareness, compliance and efficiency with a focus on the delivery of key performance indicators using visual management reports and dashboards
- Proactively identify and progress improvement opportunities across the Transition and Operations Processes to uplift Service Delivery across eHealth and other ITSM users within the system.
- Evaluate IT system issues and opportunities that are presented by our ITSM platform (primarily ServiceNow, Whispir, Splunk and AWS) and formulate, design and provision appropriate solutions and improvements that enable the efficient use and measurement of our processes.
- Provide operational support - chair the Change Review Board, provide the Major Incident Co-ordination function and provide training in our ITSM processes and toolset.

**Specific Working Conditions**:

- It is a condition of employment for this role for the employee to be, and remain, vaccinated against COVID-19 (Health Employment Directive No. 12/21 and Queensland Health Human Resources Policy B70)
- Participating in on-call arrangements is a requirement of this position. Appropriate remuneration under the Award will apply
- The ability to be available as a point of escalation where major service interruptions occur out of hours is a requirement of this position. Appropriate remuneration under the relevant award will apply
- Reasonable travel as negotiated may be a requirement of this position
- An open 'C' class driver's licence is desirable
- Previous experience managing change, release, incident or problem processes and/or ServiceNow experience is highly desirable.

**About - eHealth Queensland**: eHealth Queensland is one of the largest Information Communication Technology operations in the state. It is responsible for ensuring the smooth operation of information systems and technologies so that Queensland Health employees and health providers have access to information that supports the delivery of health care.

**Benefits of working with eHealth Queensland**: By joining eHealth Queensland you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

**You will enjoy a variety of benefits, including**:

- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development