Filter results

Work type



ITSM Process Analyst

Apply now Job no: 499863
Work type: Full Time Permanent
Location: VIC, ACT, QLD, Alumni, Various
Categories: Information Technology, Technology, Aviation

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

As an ITSM Process Analyst, you will assist ITSM Practitioners across all processes to operate, review, mature and embed ITSM practices across Airservices.

Working closely with the Process Practitioners within Support Services, as well as the Service Desk, Integrated Service Operations Centre, and Platform Delivery teams, you will support the daily operations of the ITSM processes underpinning the delivery of our service operations.

This role will have you:

  • Work in conjunction with Process practitioners, and technical specialists to facilitate process improvement and support daily service operations
  • Producing and analyse regular process governance, compliance, consumption and performance reports for relevant stakeholders.
  • Ensure that appropriate process documentation is available and current.
  • Produce and analyse regular process governance, compliance, consumption, and performance reports for relevant stakeholders..
  • Contribute to the development and ongoing maintenance of relevant business continuity and disaster recovery plans. Work closely with the System Technical Advisors to ensure these plans meet requirements.

Please see the link below to view the full Position Description:

Download File PD - ITSM Process Analyst.pdf

The Person

The successful applicant will have:

  • Highly developed interpersonal and communication skills, as well as an ability to develop, influence and maintain working relationships.
  • Strong understanding of and experience working in a service management framework, with knowledge of processes such as Incident, Request, Change, Problem, Release, Knowledge, Configuration & Service Continuity.
  • Experience in managing documentation and procedures.
  • Ability to analyse and report on data from multiple sources including CMDBs, ITSM toolsets, SAP, Excel and other reporting tools.
  • Proven ability to influence and operate under pressure.
  • Business Process Improvement Skills such as Lean Six Sigma (desirable).
  • ITIL Foundation Certification.

Airservices Australia is a diverse and inclusive employer that recognises the benefits of having a workforce that reflects the communities in which we work. We encourage applications from diverse groups including Aboriginal and/or Torres Strait Islander people.

Security Clearance

To be eligible to apply, you must be an Australian citizen as an AGSVA Security Clearance is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Laura Ferguson - TA Partner

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST)Wednesday 6th July 2022.


Advertised: AUS Eastern Standard Time
Application close: AUS Eastern Standard Time

Back to search results Apply now

Share this:

| More