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ITSM Solutions Specialist

Apply now Job no: 499871
Work type: Full Time Permanent
Location: VIC, ACT, QLD, Various
Categories: Information Technology, Technology

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

The primary purpose of this position is to work with project teams, and the ITSM Design and Integration Specialist during the project lifecycle to determine requirements and translate these into solutions to be implemented within the ITSM tools such as the ServiceNow platform.

Your responsibilities will include:

  • Creating work packages, including cost estimates and timeframes to integrate service providers and new services into the ITSM tools.
  • Determine, prioritise, and oversee delivery of functional service requirements and proposed service design options based on in-scope service management tools.
  • Ensuring designs are clear and unambiguous so that ITSM tools team can efficiently translate them into coded solutions.
  • Proactively assess ongoing viability of designed ITSM solutions via key stakeholder
  • Lead the onboarding of service providers and new services into key processes:
    • Incident Management including Major Incident Management,
    • Problem Management,
    • Change, configuration, and release management,
    • Request Management,
    • Event and Availability Management, and
    • Service Continuity and Disaster Recovery plans.

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

Download File PD - ITSM Solutions Specialist.pdf

The Person

The successful applicant will have

  • ServiceNow practitioner experience with broad knowledge of the tool’s capabilities and deep experience with developing solution designs to meet business requirements.
  • Demonstrated ability to translate requirements and design efficient and effective ITSM service solutions.
  • A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods.
  • Experience working within ITSM frameworks.
  • Demonstrated ability to drive, deliver and sustain improvement plans and improve levels of services provided.
  • Demonstrated and strong experience in business writing/reporting.
  • Demonstrated ability to manage multiple priorities within a dynamic environment
  • IT industry experience
  • Minimum ITIL Practitioner certification.
  • Degree in IT or equivalent experience.

 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 laura.ferguson@airservicesaustralia.com

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

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