IT Service Management Specialist

US_ITSM_114_02/25 Professional Grade 779009 - 111028 University Services Term length: ongoing Hours of work: full-time Position Overview We are seeking a highly skilled and customer-focused IT Service Management Specialist to join our team within IT Services at Massey University. This is an opportunity to make a significant impact as we modernize and innovate our technology landscape to align with the future of higher education. Mō wai mātou | About Us Massey University is a world-leading university in many academic disciplines and fields of research. Our point of difference is research that is connected to community and industry. Our IT Services are evolving under new leadership, with a focus on modernizing applications and integration to support the university’s strategic goals. Mō tēnei tūranga mahi | About this role As an IT Service Management Specialist, you will work closely with the Practice Lead and service experience teams, providing expert advice on service management processes and contributing to the design, implementation, assessment, and continuous improvement of IT service management practices. You will also play a key role in supporting the development of a comprehensive service catalogue and improving the efficiency and quality of service management methods and tools. Āu Mahi | What You Will Do

• Work closely with the Practice Lead to develop, implement, and manage IT service management processes and procedures.
• Advise and support the adoption and adherence to IT service management processes, in line with best practice, ensuring they are effectively managed and continuously improved.
• Provide advice on service management practices and share your deep expertise to guide teams and stakeholders.
• Contribute to the development and implementation of the service catalogue, ensuring it provides clear, consistent, and up-to-date information.
• Lead initiatives to organise, capture, and maintain knowledge within the IT service management practice.
• Facilitate collaboration among teams and departments to ensure that user needs are met throughout all stages of service management.

• Minimum 4 years experience in an IT or IT-related position with proven experience in developing, implementing and improving IT Service Management practices.
• Industry-recognised certification in IT Service Management (at a senior practitioner level).
• A tertiary qualification in an IT or Business Management subject, or equivalent extensive industry experience.
• Excellent verbal and written communication skills, with the ability to present complex information to both technical and non-technical audiences.
• Experience in coordinating operational IT Service Management practices across at least two areas such as incident, problem, and change management.
• Proven experience in providing IT service management advice and supporting the quality of operational service management practices.

• Up to 6.75% employer contribution to the UniSaver Superannuation Scheme
• Five university holidays per year in addition to your annual leave
• Subsidised Southern Cross Healthcare plan for you and your family
• Discounted membership to our fully equipped recreation centre and gym facilities
• Staff purchasing privileges and discounts at many commercial and retail businesses across NZ
• Access to a wonderful on-campus crèche/day care facilities for dependents of staff on our Manawatū campus
• Professional development and training programmes
• Leading a team of passionate, engaged, and experienced kaimahi