We are seeking an established and detail-oriented ITSM Specialist to drive the delivery, governance, and continuous improvement of our IT services. Leveraging at least three years of professional experience, you will actively contribute to the effective management of incidents, problems, changes, and service requests.

You will be joining a small, highly collaborative team where we actively support one another. Because of this team-first environment, you will work dynamically across all major ITSM streams, including Incident, Change, and Problem management. You will also act as a pivotal bridge between service desks, technical teams, vendors, and business stakeholders, ensuring IT services are delivered efficiently, meet established service standards, and align with core business needs.

Citizenship: Australian Citizenship required.

Clearance: Must hold or be eligible for a Negative Vetting 1 (NV1) security clearance.

Key Skills and Capabilities

Service Operations & Team Collaboration

• 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.

Incident Management

• 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.

Problem Management & Root Cause Analysis

• 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.

Change, Configuration & Continuous Service Improvement

• 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.

Required Skills & Experience

• 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).

About You

You are a proactive, organised, and resilient professional who thrives in a fast-paced environment and knows how to navigate standard ITSM challenges. You bring a solutions-focused mindset, remain calm under pressure, and take a team-first approach to delivering service excellence. You are adept at managing competing priorities, building strong relationships, and applying your existing knowledge across multiple ITSM disciplines to achieve positive service outcomes.

Additional Expectations

• Demonstrate flexibility and a willingness to assist across Incident, Problem, Change, and Service Improvement functions as team priorities shift.
• 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.

Desirable

• 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 Requirements

• Participate in a 24/7 on-call roster (approximately 1 week in 4). On-call participation for this client is compensated in addition to base salary, in accordance with organisational policies and applicable agreements.
• Respond to and manage incident resolution activities outside standard business hours.
• Demonstrate reliability, responsiveness, and sound decision-making skills during after-hours support.

Security & Location Requirements

• Citizenship: Australian Citizenship required.
• Clearance: Must hold or be eligible for a Negative Vetting 1 (NV1) security clearance.
• Location: Ability to work onsite in Canberra a minimum of 4 days per week.