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IT Service Management Reporting Specialist

Apply now Job no: 500696
Work type: Full Time Permanent
Location: VIC, QLD, Various
Categories: Information Technology, Technology

  • A rewarding opportunity for an experienced Service Management Reporting Specialist to join the Airservices Australia team.
  • Brisbane or Melbourne based.
  • Full time position, embrace our passion to deliver outstanding team results.

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 Service Management Reporting Specialist will be responsible for the entire Service Management reporting and analytics function. This includes establishing reporting frameworks, capabilities, strategy and roadmap to uplift the existing reporting practice as well as establishing performance metrics, defining reporting requirements and developing reports and dashboards for various stakeholder groups.

This role will engage with stakeholders across the organisation and provide advice and guidance on service management reporting to improve the accuracy and quality of information presented to enable informed decision making. This includes simplifying, automating, and improving reporting practices, recommending and maturing reporting tools, and using data analytics to provide insights on Technology service performance.

You will be part of a diverse, dynamic, and highly skilled team of outcome focussed service management professionals. Our team is passionate about the quality of services they provide and are committed to maintaining an inclusive workplace.

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

Download File PD - ITSM Reporting Specialist.pdf

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.

The Person

You will have excellent skills in stakeholder engagement at all levels of the organisation, implementing a service management reporting practice, methodologies and reporting processes and thrive working across both business and technical levels. Your energy and enthusiasm will see you working within the team to ensure effective delivery of outcomes.

The successful applicant will have:

  • Tertiary qualifications in a relevant field and/or equivalent experience.
  • 5+ years in a Service Management/Service Operations environment.
  • Expert working knowledge in reporting and analytics and service performance under an ITIL framework including incident and problem management, change management, availability, configuration management, and service desk.
  • Strong stakeholder engagement skills and experience in providing advice and guidance to stakeholders, gathering requirements and developing reports and dashboards that deliver actionable insights to inform decision making.
  • Established capability and proven track record in preparing complex service performance reports, analysing data, gathering insights from relevant stakeholders, providing commentary on performance against key indicators along with appropriate recommendations for service delivery improvement opportunities.
  • Expert working knowledge and experience with contemporary reporting tools, (including but not limited to PowerBI and ServiceNow Analytics) and Service Management toolsets.
  • The ability to design and develop high value dashboards and reports using data from multiple disparate and legacy data sources.
  • Experience in review and validation of service provider service performance reports and dashboards.
  • Well-developed verbal and written communication skills, and the ability to translate technical data into business language.

Security Clearance

To be eligible to apply, you must be an Australian Citizen.  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 Greg Kroll, Talent Acquisition Advisor @  

How to Apply

To apply for this position please lodge an application online via the “apply link” attaching your resume and a cover letter outlining your skills and experience and how they relate to this role.

Applications close 1st October 2023 @ 5.00 pm

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

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