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ITSM Reporting Specialist

Apply now Job no: 499832
Work type: Full Time Permanent
Location: VIC, ACT, QLD, 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

In this role, you will be required to revise the current reporting practices and capabilities and then design and develop a way to improve on those practices, increasing the value of reporting information and providing actionable insights.

This will include:

  • Design and develop intuitive and high value dashboards and reports relating to IT Service Management and Service Performance reporting.
  • Interpreting and delivering insights through various reporting methods.
  • Building relationships with stakeholders and working closely with them on key reporting requirements
  • Streamlining processes and reporting methodologies
  • Analysing patterns and trends to improve service delivery
  • Preparing complex reports and presenting the data along with recommendations for improvement.

As the ITSM Reporting Specialist, you will be reporting to the Manager for Service Management, Governance and Reporting and will be working closely with the Incident and Problem Manager, Change and Release Manager as well as the Service Management Team.

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

Download File PD - ITSM Reporting Specialist.pdf

The Person

The successful applicant will possess:

  • Experience with reporting tools such as PowerBI, ServiceNow Analytics and Cognos
  • Experience analysing and developing reports within a complex IT/OT environment with multiple frameworks with processes and tools of varying maturity levels
  • Established capability and proven experience with data analytics and service delivery performance reporting in a fast-moving operational environment.
  • Strong understanding of complex business processes along with problem-solving skills
  • Strong computer literacy skills and experience with information management systems
  • Well-developed written and verbal communication skills
  • Experience in reporting and analytics of IT services under an ITIL framework including incident, problem change, availability, configuration, and service desk.
  • Minimum 5 years’ experience in an ITSM Service Operations environment
  • Tertiary qualifications in a relevant field or equivalent in 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 or permanent resident as an Australian Government Baseline 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 or Ph: 0476 873 414

How to Apply

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

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

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