ITSM Specialist

• Execute day-to-day IT service operations, ensuring tickets are managed effectively
• Work highly collaboratively within a small team, actively supporting colleagues
• Serve as a liaison between the service desk, technical specialists, vendors, and stakeholders
• Monitor service performance, ticket queues, and escalations to maintain SLAs and consistent quality standards
• Communicate service status, risks, and technical information clearly to non-technical stakeholders
• Assisting with the workload across all ITSM disciplines as required
• Proactively monitor systems to identify incidents and potential service disruptions
• Ensure all incidents are accurately logged, categorised, prioritised, and tracked
• Perform initial investigation, diagnosis, and troubleshooting before routing to specialised technical teams
• Manage incidents end-to-end, taking ownership of timely resolution and customer satisfaction
• Facilitate escalations, particularly for high-priority and critical incidents
• Support the broader team with major incident management, including communication efforts and post-incident reviews
• Analyse data and reports to identify trends and recurring issues
• Conduct root cause analysis to prevent incident recurrence
• Actively contribute to problem investigations and post-incident reviews alongside your teammates
• Produce clear, actionable problem and incident reports
• Assist in administering ITIL-aligned Change Management processes, supporting the assessment, approval, scheduling, and communication of changes
• Work with technical teams to help maintain accurate and up-to-date configuration items (CMDB)
• Support continuous service improvement initiatives by contributing insights and assisting with the optimisation of ITSM processes
• Assist with reporting and performance tracking, including contributing to dashboard development, monitoring metrics, and participating in service reviews
• Contribute to broader Service Delivery Management activities during periods of low incident volume
• Support cross-functional service delivery tasks as required to help the team succeed
• Respond to and manage incident resolution activities outside standard business hours
• Demonstrate reliability, responsiveness, and sound decision-making skills during after-hours support

• Minimum of 3 years of proven, hands-on experience in an IT Service Management or IT service delivery role
• Strong practical application of ITIL frameworks, specifically covering: Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management
• Demonstrated experience managing incident lifecycles, escalations, and post-incident activities
• Solid analytical and problem-solving skills, with a track record of identifying root causes and actionable improvement opportunities
• Excellent stakeholder management and communication skills across both technical and business audiences
• Proficient in using enterprise ITSM tools (e.g., ServiceNow, Jira)
• Australian Citizenship required
• Must hold or be eligible for a Negative Vetting 1 (NV1) security clearance
• Ability to work onsite in Canberra a minimum of 4 days per week
• Participate in a 24/7 on-call roster (approximately 1 week in 4)
• Flexibility and a willingness to assist across Incident, Problem, Change, and Service Improvement functions as team priorities shift

• ITIL Foundation or higher certification
• Previous experience operating within enterprise or government environments
• Working knowledge of reporting and analytics tools (e.g., Excel, Power BI)
• A solid understanding of service performance metrics and reporting

On-call participation for this client is compensated in addition to base salary, in accordance with organisational policies and applicable agreements