Senior ITSM Specialist
Job details
Title: Senior ITSM Specialist Division: Information Technology Services,Service Management Office Classification: ANU Officer Grade 08 (Information Technology) Salary package: Competitive remuneration package including 17% Superannuation Term: Full Time, 3 years Fixed Term Location: Canberra (opportunity for flexible working arrangements) Closing Date: 21 April 2024 Responsible for leading key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. We want YOU to join our Service Management Office team and help the University embark on the most significant digital transformation in our history. About the Role As a Senior ITSM Specialist you will work with the Service Management Office (SMO) to lead key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. The role will lead the design, implementation and maturity of ITSM and ITIL processes and the ongoing delivery of consistent, effective, and efficient delivery of high quality of services. This position will provide high-level input into process and workflow improvements, improve customer experience, rectifying reliability Issues, and monitoring the impact of improvements. Key Duties:
- Provide effective leadership, direction, and engagement to build and maintain a cohesive, cooperative, and high performing culture that supports the Service Management Office in the evolution of the ITSM model to Service Excellence.
- Provide high-level ITIL advice to Service Management Office team members, acting as an escalation point for complex technical matters.
- Provide reports to the Service Delivery Manager on the operational effectiveness of Service Management including highlighting challenges and other matters where relevant.
- Lead, develop and improve IT Service Management (ITSM) agreed processes including Change Management, Incident Management, Problem Management, and Knowledge Management.
- Apply ServiceNow best practices, product capabilities, and customer experience (UX) while considering future maintenance and risk.
- Lead and support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
- Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience, or an equivalent combination of relevant experience and/or education/training. Accreditation in ITIL (V4 desired) will be highly regarded.
- Significant experience implementing cross-functional process improvements and delivering excellent results by leveraging ITIL service management disciplines within the context of service development and service operations.
- Proven experience with service management tools, technologies, and processes, with preference to service desk environments, ITSM functions, processes and best practice standards within Service Delivery. Experience with ServiceNow being highly regarded.
- Experience working closely with human centred design teams and practices
- Resilience and courage
- Consultative, empathetic and inclusive in you’re approach to your work
- Experience managing stakeholders
- Strategic thinking
- ANU offers competitive remuneration packages including 17% superannuation and regular increases.
- We support flexible, hybrid working arrangements, with access to our beautiful, green campus and working remotely.
- We value your work life balance, with standard 7-hour work days, paid December shut-down period, purchase leave, cultural leave, part-time and job-sharing opportunities, compressed working weeks, and flexible times of work.
- We offer discounted study, with 75% off ANU courses for staff and 25% for your spouse and children (see eligibility).
- We have many professional development initiatives including training, mentoring & upskilling opportunities.
- We are one of the leading employers in Australia for parental leave entitlements. We offer generous paid parental leave entitlements for up to 32 weeks.
- We have on-site Gyms with staff discounts as well as oval spaces and ANU sports clubs.
- We are a family friendly campus with access to childcare facilities, designated parent rooms and quiet spaces.
- ANU offers salary sacrificing benefits including laptops, childcare, novated car leasing, additional superannuation, and more!
- We offer affordable onsite parking from $34 / fortnight with salary sacrificing options.
- ANU has a supporting, challenging and motivating culture.
- We are committed to promoting diversity and inclusion for all backgrounds and identities.
- We care about your wellbeing, with access to additional leave, the Employee Assistance Program, vaccinations and health insurance plan options.
- A statement addressing the selection criteria showing how your skills, experience and approach align with the role in no more than 2 pages (for reference, see the position description & selection criteria).
- A current resume
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(opportunity for flexible working arrangements)<br><b> Closing Date: </b>21 April 2024</p><p> Responsible for leading key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. We want YOU to join our Service Management Office team and help the University embark on the most significant digital transformation in our history. </p><p><b> About the Role <br></b> As a Senior ITSM Specialist you will work with the Service Management Office (SMO) to lead key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. The role will lead the design, implementation and maturity of ITSM and ITIL processes and the ongoing delivery of consistent, effective, and efficient delivery of high quality of services. This position will provide high-level input into process and workflow improvements, improve customer experience, rectifying reliability Issues, and monitoring the impact of improvements. </p><p> Key Duties: </p><ul><li> Provide effective leadership, direction, and engagement to build and maintain a cohesive, cooperative, and high performing culture that supports the Service Management Office in the evolution of the ITSM model to Service Excellence. </li><li> Provide high-level ITIL advice to Service Management Office team members, acting as an escalation point for complex technical matters. </li><li> Provide reports to the Service Delivery Manager on the operational effectiveness of Service Management including highlighting challenges and other matters where relevant. </li><li> Lead, develop and improve IT Service Management (ITSM) agreed processes including Change Management, Incident Management, Problem Management, and Knowledge Management. </li><li> Apply ServiceNow best practices, product capabilities, and customer experience (UX) while considering future maintenance and risk. </li><li> Lead and support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events. </li></ul><p><b> About You <br></b> We welcome applications from individuals who possess the following attributes: </p><ul><li> Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience, or an equivalent combination of relevant experience and/or education/training. Accreditation in ITIL (V4 desired) will be highly regarded. </li><li> Significant experience implementing cross-functional process improvements and delivering excellent results by leveraging ITIL service management disciplines within the context of service development and service operations. </li><li> Proven experience with service management tools, technologies, and processes, with preference to service desk environments, ITSM functions, processes and best practice standards within Service Delivery. Experience with ServiceNow being highly regarded. </li><li> Experience working closely with human centred design teams and practices </li><li> Resilience and courage </li><li> Consultative, empathetic and inclusive in you’re approach to your work </li><li> Experience managing stakeholders </li><li> Strategic thinking </li></ul><p><b> About Us <br></b> ANU is home to some of the most remarkable people from across the world: visionaries, influential leaders, researchers and advocates creating impact and change nationally, regionally and globally. <br> ANU attracts exceptional staff and students and, through education and enrichment programs, helps them to achieve ambitious goals, and pursue brilliant careers. Ranked in the top 30 universities globally, the first Australian university to be recognised in this elite tier, ANU continues to be an academic resource for the whole of Australia. </p><p><b> About ITS: </b> Information Technology Services (ITS) delivers digital solutions that enable the Australian National University to achieve its strategic goals: a student experience equal to the world’s best, and research that transforms society and creates national capability. ITS has responsibility for the University’s digital ecosystem and is leading the delivery of the Digital Master Plan, a 10-year strategic roadmap for the transformation of the University’s digital capability. </p><p><b> Digital Transformation: </b> We have released our ANU 2025 Strategy, and our Digital Master Plan, which will see ANU embark on the biggest digital transformation in our history. A transformation that matches our national and global mission. Our digital future will transform the experience of ANU for our students, researchers, academics, professional staff and the wider community and we are seeking great people to be a part of this history making journey. Click here to learn more. </p><p><b> Our Campus <br></b> The University's Acton campus is in the heart of Canberra. From here it's an easy walk, bike ride or drive to some of Australia's most significant political and cultural institutions including Australian Parliament House. You'll find all the conveniences of a small suburb including cafes, bars, supermarkets, childcare centres, a newsagency, post office and even a medical centre right on campus! The Acton Campus is well renowned for its landscape setting, with over 10,000 trees and a commitment to maintenance of open space. It's 'park like' environment is a feature that is internationally recognised. </p><p><b> What we can offer you <br></b> Our staff enjoy some amazing employee benefits including: </p><ul><li> ANU offers competitive remuneration packages including 17% superannuation and regular increases. </li><li> We support flexible, hybrid working arrangements, with access to our beautiful, green campus and working remotely. </li><li> We value your work life balance, with standard 7-hour work days, paid December shut-down period, purchase leave, cultural leave, part-time and job-sharing opportunities, compressed working weeks, and flexible times of work. </li><li> We offer discounted study, with 75% off ANU courses for staff and 25% for your spouse and children (see eligibility). </li><li> We have many professional development initiatives including training, mentoring & upskilling opportunities. </li><li> We are one of the leading employers in Australia for parental leave entitlements. We offer generous paid parental leave entitlements for up to 32 weeks. </li><li> We have on-site Gyms with staff discounts as well as oval spaces and ANU sports clubs. </li><li> We are a family friendly campus with access to childcare facilities, designated parent rooms and quiet spaces. </li><li> ANU offers salary sacrificing benefits including laptops, childcare, novated car leasing, additional superannuation, and more!</li><li> We offer affordable onsite parking from $34 / fortnight with salary sacrificing options. </li><li> ANU has a supporting, challenging and motivating culture. </li><li> We are committed to promoting diversity and inclusion for all backgrounds and identities. </li><li> We care about your wellbeing, with access to additional leave, the Employee Assistance Program, vaccinations and health insurance plan options. </li></ul><p><b> For further information about this position, please contact the Service Delivery Manager, Feisar Joya, Feisar.Joya@anu.edu.au . </b></p><p> ANUis committed to workforce diversity, creating an inclusive workplace, and providing equal employment opportunities to people with diverse backgrounds and identities. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as LGBTQIA+ are particularly encouraged to apply. See our Diversity and Inclusion Information. </p><p><b> Our Vision </b><b> Support the development of national unity and identity, improve our understanding of ourselves and our neighbours, provide our nation with research capacity amongst the best in the world, and education in areas vital for our future is our mission. </b></p><p><b> Our Values </b><b> : Excellence, Original Thinking, Integrity, Respect, Inclusivity, Diversity </b></p><p><b> How to Apply <br></b> To apply for this role please ensure that your submission includes the following documents: </p><ul><li> A statement addressing the selection criteria showing how your skills, experience and approach align with the role in no more than <b>2 pages </b> (for reference, see the position description & selection criteria). </li><li> A current resume </li></ul><p><b> Applications which do not address the selection criteria may not be considered for the position. </b></p><p><em> Reasonable adjustments to support applicants through this recruitment process, including providing an accessible Position Description, can be made available upon request. Requests for adjustments will be treated with the strictest of confidentiality. </em></p><p><b> Please note: </b> The successful candidate must have rights to live and work in Australia and will be required to undergo a background check during the recruitment process, in accordance with the Background Checking Procedure . 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'rel_gloc_ids' => '200,1047,1048,1049,1084,1085,1086', 'currency' => 'LKR', 'currency_name' => 'Sri Lankan rupee', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Asia/Colombo', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'united-kingdom' => array( 'name' => 'United Kingdom', 'country_id' => '74', 'country_code' => 'gb', 'slug' => 'united-kingdom', 'global_location_id' => '226', 'rel_gloc_ids' => '226,1035,1036,1037,1038,1039,1040,1041,1042,1043,1044,1045,1046,1050,1259,1260,1261,1267', 'currency' => 'GBP', 'currency_name' => 'British Pound', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/London', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'malaysia' => array( 'name' => 'Malaysia', 'country_id' => '149', 'country_code' => 'my', 'slug' => 'malaysia', 'global_location_id' => '131', 'rel_gloc_ids' => '131,131,980,1051', 'currency' => 'MYR', 'currency_name' => 'Ringgit', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Asia/Kuala_Lumpur', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'nepal' => array( 'name' => 'Nepal', 'country_id' => '159', 'country_code' => 'np', 'slug' => 'nepal', 'global_location_id' => '151', 'rel_gloc_ids' => '151,981,1096,1097,1098', 'currency' => 'NPR', 'currency_name' => 'Nepalese Rupee', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Asia/Kathmandu', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'nigeria' => array( 'name' => 'Nigeria', 'country_id' => '155', 'country_code' => 'ng', 'slug' => 'nigeria', 'global_location_id' => '158', 'rel_gloc_ids' => '158,995,996,997,1095', 'currency' => 'NGN', 'currency_name' => 'Nigerian Naira', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Africa/Lagos ', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'newzealand' => array( 'name' => 'New Zealand', 'country_id' => '162', 'country_code' => 'nz', 'slug' => 'newzealand', 'global_location_id' => '155', 'rel_gloc_ids' => '155,998,999,1080,1081,1082,1083', 'currency' => 'NZD', 'currency_name' => 'New Zealand Dollar', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Pacific/Auckland', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'brasil' => array( 'name' => 'Brasil', 'country_id' => '29', 'country_code' => 'br', 'slug' => 'brasil', 'global_location_id' => '30', 'rel_gloc_ids' => '30,1000,1001,1002,1003,1004,1005,1006,1007,1008,1009,1010,1011,1012,1013', 'currency' => 'BRL', 'currency_name' => 'Brazilian Real', 'languages' => 'pt', 'default_language' => 'pt', 'country_time_zone' => 'America/Sao_Paulo', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'portugal' => array( 'name' => 'Portugal', 'country_id' => '175', 'country_code' => 'pt', 'slug' => 'portugal', 'global_location_id' => '174', 'rel_gloc_ids' => '174,1014,1015,1087,1088,1089,1090', 'currency' => 'EUR', 'currency_name' => 'Euro', 'languages' => 'pt', 'default_language' => 'pt', 'country_time_zone' => 'Europe/Lisbon', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'canada' => array( 'name' => 'Canada', 'country_id' => '36', 'country_code' => 'ca', 'slug' => 'canada', 'global_location_id' => '38', 'rel_gloc_ids' => '38,1019,1020,1021,1022,1023,1024,1025', 'currency' => 'CAD', 'currency_name' => 'Canadian Dollar', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Canada/Saskatchewan', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'united-states' => array( 'name' => 'United States', 'country_id' => '221', 'country_code' => 'us', 'slug' => 'united-states', 'global_location_id' => '227', 'rel_gloc_ids' => '227,1314,1315,1316,1317,1318,1319,1320,1321,1322,1323,1324,1325,1326', 'currency' => 'USD', 'currency_name' => 'US Dollar', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'America/New_York', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'angola' => array( 'name' => 'Angola', 'country_id' => '9', 'country_code' => 'ao', 'slug' => 'angola', 'global_location_id' => '6', 'rel_gloc_ids' => '6,1016,1091,1092,1093,1094', 'currency' => 'AOA', 'currency_name' => 'Angolan Kwanza', 'languages' => 'pt', 'default_language' => 'pt', 'country_time_zone' => 'Africa/Luanda', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'australia' => array( 'name' => 'Australia', 'country_id' => '14', 'country_code' => 'au', 'slug' => 'australia', 'global_location_id' => '13', 'rel_gloc_ids' => '13,1026,1027,1028,1029,1030', 'currency' => 'AUD', 'currency_name' => 'Australian Dollar', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Australia/Melbourne', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'kenya' => array( 'name' => 'Kenya', 'country_id' => '108', 'country_code' => 'ke', 'slug' => 'kenya', 'global_location_id' => '112', 'rel_gloc_ids' => '112,1031,1032,1075,1076,1077,1078,1079', 'currency' => 'KES', 'currency_name' => 'Kenyan Shilling', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Africa/Nairobi', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'ghana' => array( 'name' => 'Ghana', 'country_id' => '78', 'country_code' => 'gh', 'slug' => 'ghana', 'global_location_id' => '83', 'rel_gloc_ids' => '83,1033,1034,1072,1073,1074', 'currency' => 'GHS', 'currency_name' => 'Ghanaian Cedi', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Africa/Accra', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'ireland' => array( 'name' => 'Ireland', 'country_id' => '98', 'country_code' => 'ie', 'slug' => 'ireland', 'global_location_id' => '104', 'rel_gloc_ids' => '104,104,387,388,389,390,391,392,393,394,395,396,397,398,399,400,401,402,403,404,405,406,407,408,409,410,411,412,413,414,415,416', 'currency' => 'EUR', 'currency_name' => 'Euro', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/Dublin', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'vietnam' => array( 'name' => 'Vietnam', 'country_id' => '229', 'country_code' => 'vn', 'slug' => 'vietnam', 'global_location_id' => '234', 'rel_gloc_ids' => '234,1170,1171', 'currency' => 'VND', 'currency_name' => 'Vietnamese Dong', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Asia/Ho_Chi_Minh', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'cyprus' => array( 'name' => 'Cyprus', 'country_id' => '51', 'country_code' => 'cy', 'slug' => 'cyprus', 'global_location_id' => '55', 'rel_gloc_ids' => '55,1230,1231,1232,1233', 'currency' => 'EUR', 'currency_name' => 'Euro', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/Nicosia', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'malta' => array( 'name' => 'Malta', 'country_id' => '144', 'country_code' => 'mt', 'slug' => 'malta', 'global_location_id' => '134', 'rel_gloc_ids' => '134,1255,1254,1253,1252,1251,1250,1249,1248', 'currency' => 'EUR', 'currency_name' => 'Euro', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/Malta', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'maldives' => array( 'name' => 'Maldives', 'country_id' => '146', 'country_code' => 'mv', 'slug' => 'maldives', 'global_location_id' => '132', 'rel_gloc_ids' => '132,1172', 'currency' => 'MVR', 'currency_name' => 'Maldivian rufiyaa', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Indian/Maldives', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'turkey' => array( 'name' => 'Turkey', 'country_id' => '213', 'country_code' => 'tr', 'slug' => 'turkey', 'global_location_id' => '219', 'rel_gloc_ids' => '219,1173,1174,1175,1176', 'currency' => 'TRY', 'currency_name' => 'Turkish lira', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/Istanbul', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'thailand' => array( 'name' => 'Thailand', 'country_id' => '206', 'country_code' => 'th', 'slug' => 'thailand', 'global_location_id' => '213', 'rel_gloc_ids' => '213,1177', 'currency' => 'THB', 'currency_name' => 'Baht', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Asia/Bangkok', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'hong-kong' => array( 'name' => 'Hong Kong', 'country_id' => '91', 'country_code' => 'hk', 'slug' => 'hong-kong', 'global_location_id' => '97', 'rel_gloc_ids' => '97', 'currency' => 'HKD', 'currency_name' => 'Hong Kong dollar', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Asia/Hong_Kong', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'germany' => array( 'name' => 'Germany', 'country_id' => '53', 'country_code' => 'de', 'slug' => 'germany', 'global_location_id' => '82', 'rel_gloc_ids' => '82,1178,1179,1180,1181,1182,1183,1184,1185,1186,1187', 'currency' => 'EUR', 'currency_name' => 'Euro', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/Berlin', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'netherlands' => array( 'name' => 'Netherlands', 'country_id' => '157', 'country_code' => 'nl', 'slug' => 'netherlands', 'global_location_id' => '152', 'rel_gloc_ids' => '152,1188,1189,1190,1191,1192,1193', 'currency' => 'EUR', 'currency_name' => 'Euro', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Europe/Amsterdam', 'job_location' => '0', 'published' => '1', 'show' => '1' ), 'japan' => array( 'name' => 'Japan', 'country_id' => '107', 'country_code' => 'jp', 'slug' => 'japan', 'global_location_id' => '108', 'rel_gloc_ids' => '108,1327,1328,1329,1330,1331,1332,1333,1334,1335,1336,1337', 'currency' => 'YEN', 'currency_name' => 'Japanese yen', 'languages' => 'en', 'default_language' => 'en', 'country_time_zone' => 'Search Results Web results Asia/Tokyo', 'job_location' => '1', 'published' => '1', 'show' => '1' ), 'global' => array( 'name' => 'Global', 'country_id' => (int) 251, 'country_code' => 'on', 'slug' => 'global', 'global_location_id' => '275', 'rel_gloc_ids' => '275', 'currency' => 'USD', 'currency_name' => 'US Dollar', 'languages' => 'en,ar', 'default_language' => 'en', 'country_time_zone' => null, 'job_location' => '0', 'published' => '1', 'show' => '1' ) ) $currentLocation = array( 'name' => 'UAE', 'country_id' => '2', 'country_code' => 'ae', 'slug' => 'uae', 'global_location_id' => '225', 'rel_gloc_ids' => '251,250,249,248,247,246,245,244,225', 'currency' => 'AED', 'currency_name' => 'UAE Dirham', 'languages' => 'en,ar', 'default_language' => 'en', 'country_time_zone' => 'Asia/Dubai', 'job_location' => '1', 'published' => '1', 'show' => '1' ) $cityLists = array( (int) 0 => array( 'name' => 'Dubai', 'slug' => 'dubai' ), (int) 1 => array( 'name' => 'Abu Dhabi', 'slug' => 'abu-dhabi' ), (int) 2 => array( 'name' => 'Ras al Khaimah', 'slug' => 'ras-al-khaimah' ), (int) 3 => array( 'name' => 'Al Ain', 'slug' => 'al-ain' ), (int) 4 => array( 'name' => 'Sharjah', 'slug' => 'sharjah' ), (int) 5 => array( 'name' => 'Fujairah', 'slug' => 'fujairah' ), (int) 6 => array( 'name' => 'Ajman', 'slug' => 'ajman' ), (int) 7 => array( 'name' => 'Umm Al Quwain', 'slug' => 'umm-al-quwain' ) ) $menuState = 'loggedoutmenu' $showCVReviewLink = true $profileInfo = array( 'locations' => array( (int) 2 => 'UAE' ), 'searchKey' => '', 'guest' => (int) 1, 'jobCount' => '13474', 'contributedJobCount' => '24', 'courseCount' => null ) $environment = 'production' $langUrlPrefix = '' $langUrl = 'https://jobs.laimoon.com/' $themeUrl = 'https://jobs.laimoon.com/' $siteUrl = 'https://jobs.laimoon.com/' $staticUrl = 'https://cdn.laimoon.com/jobs/' $langCode = 'en' $pageScripts = array( (int) 0 => 'page_script' ) $pageName = 'externalview' $courseUrl = 'https://courses.laimoon.com/' $onlineCourses = array() $job = array( 'Job' => array( 'id' => '43105780', 'contact_id' => '3773199', 'recruiter_id' => '74726', 'job_function_id' => null, 'title' => 'Senior ITSM Specialist', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<p><p><b> Title: </b> Senior ITSM Specialist <br><b> Division: </b> Information Technology Services,Service Management Office <br><b> Classification: </b> ANU Officer Grade 08 (Information Technology)<br><b> Salary package: </b> Competitive remuneration package including 17% Superannuation <br><b> Term: </b> Full Time, 3 years Fixed Term <b> Location: </b> Canberra (opportunity for flexible working arrangements)<br><b> Closing Date: </b>21 April 2024</p><p> Responsible for leading key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. We want YOU to join our Service Management Office team and help the University embark on the most significant digital transformation in our history. </p><p><b> About the Role <br></b> As a Senior ITSM Specialist you will work with the Service Management Office (SMO) to lead key service management delivery functions that enable the successful end-to-end delivery of high-quality service to the University. The role will lead the design, implementation and maturity of ITSM and ITIL processes and the ongoing delivery of consistent, effective, and efficient delivery of high quality of services. This position will provide high-level input into process and workflow improvements, improve customer experience, rectifying reliability Issues, and monitoring the impact of improvements. </p><p> Key Duties: </p><ul><li> Provide effective leadership, direction, and engagement to build and maintain a cohesive, cooperative, and high performing culture that supports the Service Management Office in the evolution of the ITSM model to Service Excellence. </li><li> Provide high-level ITIL advice to Service Management Office team members, acting as an escalation point for complex technical matters. </li><li> Provide reports to the Service Delivery Manager on the operational effectiveness of Service Management including highlighting challenges and other matters where relevant. </li><li> Lead, develop and improve IT Service Management (ITSM) agreed processes including Change Management, Incident Management, Problem Management, and Knowledge Management. </li><li> Apply ServiceNow best practices, product capabilities, and customer experience (UX) while considering future maintenance and risk. </li><li> Lead and support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events. </li></ul><p><b> About You <br></b> We welcome applications from individuals who possess the following attributes: </p><ul><li> Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience, or an equivalent combination of relevant experience and/or education/training. Accreditation in ITIL (V4 desired) will be highly regarded. </li><li> Significant experience implementing cross-functional process improvements and delivering excellent results by leveraging ITIL service management disciplines within the context of service development and service operations. </li><li> Proven experience with service management tools, technologies, and processes, with preference to service desk environments, ITSM functions, processes and best practice standards within Service Delivery. Experience with ServiceNow being highly regarded. </li><li> Experience working closely with human centred design teams and practices </li><li> Resilience and courage </li><li> Consultative, empathetic and inclusive in you’re approach to your work </li><li> Experience managing stakeholders </li><li> Strategic thinking </li></ul><p><b> About Us <br></b> ANU is home to some of the most remarkable people from across the world: visionaries, influential leaders, researchers and advocates creating impact and change nationally, regionally and globally. <br> ANU attracts exceptional staff and students and, through education and enrichment programs, helps them to achieve ambitious goals, and pursue brilliant careers. Ranked in the top 30 universities globally, the first Australian university to be recognised in this elite tier, ANU continues to be an academic resource for the whole of Australia. </p><p><b> About ITS: </b> Information Technology Services (ITS) delivers digital solutions that enable the Australian National University to achieve its strategic goals: a student experience equal to the world’s best, and research that transforms society and creates national capability. ITS has responsibility for the University’s digital ecosystem and is leading the delivery of the Digital Master Plan, a 10-year strategic roadmap for the transformation of the University’s digital capability. </p><p><b> Digital Transformation: </b> We have released our ANU 2025 Strategy, and our Digital Master Plan, which will see ANU embark on the biggest digital transformation in our history. A transformation that matches our national and global mission. Our digital future will transform the experience of ANU for our students, researchers, academics, professional staff and the wider community and we are seeking great people to be a part of this history making journey. Click here to learn more. </p><p><b> Our Campus <br></b> The University's Acton campus is in the heart of Canberra. From here it's an easy walk, bike ride or drive to some of Australia's most significant political and cultural institutions including Australian Parliament House. You'll find all the conveniences of a small suburb including cafes, bars, supermarkets, childcare centres, a newsagency, post office and even a medical centre right on campus! The Acton Campus is well renowned for its landscape setting, with over 10,000 trees and a commitment to maintenance of open space. It's 'park like' environment is a feature that is internationally recognised. </p><p><b> What we can offer you <br></b> Our staff enjoy some amazing employee benefits including: </p><ul><li> ANU offers competitive remuneration packages including 17% superannuation and regular increases. </li><li> We support flexible, hybrid working arrangements, with access to our beautiful, green campus and working remotely. </li><li> We value your work life balance, with standard 7-hour work days, paid December shut-down period, purchase leave, cultural leave, part-time and job-sharing opportunities, compressed working weeks, and flexible times of work. </li><li> We offer discounted study, with 75% off ANU courses for staff and 25% for your spouse and children (see eligibility). </li><li> We have many professional development initiatives including training, mentoring & upskilling opportunities. </li><li> We are one of the leading employers in Australia for parental leave entitlements. We offer generous paid parental leave entitlements for up to 32 weeks. </li><li> We have on-site Gyms with staff discounts as well as oval spaces and ANU sports clubs. </li><li> We are a family friendly campus with access to childcare facilities, designated parent rooms and quiet spaces. </li><li> ANU offers salary sacrificing benefits including laptops, childcare, novated car leasing, additional superannuation, and more!</li><li> We offer affordable onsite parking from $34 / fortnight with salary sacrificing options. </li><li> ANU has a supporting, challenging and motivating culture. </li><li> We are committed to promoting diversity and inclusion for all backgrounds and identities. </li><li> We care about your wellbeing, with access to additional leave, the Employee Assistance Program, vaccinations and health insurance plan options. </li></ul><p><b> For further information about this position, please contact the Service Delivery Manager, Feisar Joya, Feisar.Joya@anu.edu.au . </b></p><p> ANUis committed to workforce diversity, creating an inclusive workplace, and providing equal employment opportunities to people with diverse backgrounds and identities. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as LGBTQIA+ are particularly encouraged to apply. See our Diversity and Inclusion Information. </p><p><b> Our Vision </b><b> Support the development of national unity and identity, improve our understanding of ourselves and our neighbours, provide our nation with research capacity amongst the best in the world, and education in areas vital for our future is our mission. </b></p><p><b> Our Values </b><b> : Excellence, Original Thinking, Integrity, Respect, Inclusivity, Diversity </b></p><p><b> How to Apply <br></b> To apply for this role please ensure that your submission includes the following documents: </p><ul><li> A statement addressing the selection criteria showing how your skills, experience and approach align with the role in no more than <b>2 pages </b> (for reference, see the position description & selection criteria). </li><li> A current resume </li></ul><p><b> Applications which do not address the selection criteria may not be considered for the position. </b></p><p><em> Reasonable adjustments to support applicants through this recruitment process, including providing an accessible Position Description, can be made available upon request. Requests for adjustments will be treated with the strictest of confidentiality. </em></p><p><b> Please note: </b> The successful candidate must have rights to live and work in Australia and will be required to undergo a background check during the recruitment process, in accordance with the Background Checking Procedure . 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Hiring company
Bright Horizons Family Solutions
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