Aps 6

5 days ago

Adelaide, South Australia Federal Court Of Australia Full time

$90,199 to $101,022 per annum, plus 15.4% superannuation
- Ongoing/Non-ongoing, Full-time
- Adelaide, Brisbane, Canberra, Melbourne, Sydney, Perth, Newcastle, Parramatta

**Position Overview**
The ITSM System Specialist is responsible for building, maintaining, and improving processes and functions within the ITSM tool utilised by the Court's IT and associated Corporate Service departments. The ITSM tool encompasses incident/service request/change/problem management, phone integration, asset management, the self-service portal, and reporting. The role requires the ability to interpret policies and processes and make changes to the ITSM tool functions as needed, ensuring it is for purpose and meets organisational objectives.

**Duties and Responsibilities**
- ITSM Tool Management: Build, maintain, and improve processes and functions within the ITSM tool, including incident, service request, change, and problem management, phone integration, asset management, the self-service portal, and reporting.
- Process Improvement: Design and implement continual functional improvements to the ITSM tool to enhance its reliability and effectiveness in line with the organisation's needs.
- Technical Support: Provide technical support and assistance to the IT and Corporate Service departments, ensuring the ITSM tool is utilised effectively.
- Policy Adherence: Ensure all processes and functions within the ITSM tool adhere to the Court's IT policies and security fundamentals.
- Collaboration: Work closely with various teams under Corporate Services, to ensure the ITSM tool meets their needs and supports their functions.
- Documentation: Create and maintain comprehensive documentation for all processes and functions within the ITSM tool.
- Training and Support: Provide training and support to users of the ITSM tool.

**Qualifications & Experience**
- Hold ITIL Foundations Qualifications (mandatory),
- This role encompasses primarily the need for experience and skills in ITSM tools (experience in Ivanti would be well desired).
- It is essential to hold a minimum of ITIL Foundations certification.
- Additional IT qualifications from Microsoft are desirable due to the environment the IT Governance team supports.
- Experience with PowerShell

Any additional qualifications in management or IT will be well regarded.

**Selection Criteria**
- Demonstrated experience managing and supporting an IT Service Mgmt platform. Ivanti Service Management is desirable
- Proven high level analytical and problem-solving skills. Enhancing, continual improvement, maximising and obtaining value from tools/resources available.
- Demonstrated knowledge and skills in PowerShell scripting and automation processes.
- Demonstrated ability to work both autonomously and as a member of a geographically dispersed team. This includes the ability to perform well under pressure, manage competing priorities, meeting deadlines, and contributing to team goals and resources (e.g., documentation creation).
- Knowledge and ability in managing the following technologies:

- Microsoft Environment (Windows 10/11, Office 365, Active Directory)
- PowerShell scripting skills
- MS Server administration and configuration
- O365 and Azure Administration

**Eligibility**
- Australian citizenship - the successful applicant must hold Australian citizenship;
- Security and character clearance - the successful applicant must satisfy a Police Records Check, and may also be required to complete security clearances during the course of their employment;

**Diversity and Inclusion**

**RecruitAbility

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