ITSM Specialist

What you’ll be doing

We are seeking a highly skilled IT Service Management (ITSM) Specialist to join our team. As an ITSM Specialist, you will play a pivotal role in the seamless execution of multiple ITIL processes and enhancing our clients IT service capabilities by implementing and ensuring best practices,

Key Responsibilities:

• Problem Management: Lead and execute Problem Management processes to promptly address and resolve IT service disruptions and issues. Implement proactive measures to prevent recurring incidents and minimize downtime.
• Incident Management: assist the Service Desk Team Lead with analyse of trends and quality elements of the Incident process, ensure best practice, and identify improvement areas, assist with Major Incident management on a rotational basis.
• Change Management: Oversee Change Management processes to ensure seamless transitions and minimise disruptions to IT services. Evaluate change requests, assess potential impacts, and coordinate change implementation in accordance with organizational policies and procedures.
• Service Catalogue Management: Define and maintain the service catalogue in line with client and business needs, including service definitions, service level agreements (SLAs), and service offerings. Continuously review and optimize the service catalogue to meet evolving business needs and technology requirements.
• Knowledge Management:  Drive the creation, governance, and continual improvement of knowledge assets to ensure accurate, accessible, and effective information supports service delivery and user outcomes, drive adoption of and usage of knowledge management into other areas of the business.
• SACM experience: Maintain accurate control of IT assets and configuration items by managing the CMDB and ensuring data integrity supports effective service delivery and decision-making.
• ITIL Framework maturity: Apply ITIL best practices to streamline IT service management processes and enhance service delivery effectiveness. Drive the adoption of ITIL principles across the organization and facilitate continuous improvement initiatives.
• SLA/KPI Monitoring and Reporting: Monitor and report on the performance against SLA’s and KPI’s and targets. Assist SDM in the development and implementation of action / remediation plans and manage service level agreements to ensure IT services consistently meet agreed performance targets and business expectations.
• IT Service Design and Improvement: Collaborate with stakeholders to design, develop, and implement IT service improvements aligned with business objectives. Analyse current processes and identify areas for improvement to enhance service quality and efficiency. Provide Guidance, training, and support to all stakeholders on ITSM processes and tools. Creating and maintaining service management documentation.

Working Conditions

• Based at client site in Mitchell or Belconnen, ACT as required
• Permanent full time
• Rostered on-call requirement
• Australian Citizen

What will make you successful in this role?

Mandatory

• Experience as a practitioner of multiple ITIL disciplines.
• ITIL 4 Foundation certification or higher (e.g., ITIL Practitioner, ITIL Expert).
• Proven practitioner experience in IT service management, with a focus on incident, problem, change, knowledge, and configuration management.
• Strong understanding of ITIL framework principles and best practices.
• Experience in ServiceNow
• Excellent analytical, problem-solving, and decision-making skills.
• Effective communication and interpersonal abilities, with the capacity to collaborate across multidisciplinary teams.
• Proficient in the Microsoft office suite including Word, Excel, and Outlook

Why is this an exciting opportunity? 

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. 

We currently have 1300+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way.  

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.

What our people say: 

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

Why you’ll love working here

Culture of possibility 

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values 

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. 

Valuable employee benefits 

• Career growth via succession planning, internal mobility programs, and mentorship opportunities.
• Ongoing investment in professional development through industry certifications.
• Employee benefits, recognition, and wellbeing platform.
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered. 

Commitment to supporting Australia’s veterans  

Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs’ Veteran Employment Commitment (VEC) and is committed to supporting Australia’s veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.   

Careers | Atturra

https://atturra.com/au-en/careers

Recruitment Agencies/Headhunters:

We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via talentacquisition@atturra.com.  

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.