ICT Service Management

ICT Service Management & Improvement Technologist Opal HealthCare, 420 Geroge Street, Sydney, New South Wales, Australia Bring your initiative, innovation, and drive for improvement to a team where your ideas matter and your impact is real. This is aged care but not as you know it Opal HealthCare is Australia’s largest aged care provider, with over 143 Care Communities across five states and a national team of 20,000+ dedicated professionals, we're changing lives every day. Our commitment to innovation drives us to pioneer new solutions, reshaping the way we care for our residents. What We Offer: At Opal HealthCare, we’re all about creating a nurturing work environment that encourages innovation, growth, and camaraderie. Here’s what you’ll enjoy: Supportive leadership - Engaged leaders who support and champion your growth, you’ll be empowered, not micromanaged, and backed by a team that values your expertise. Professional Growth: Join a supportive and collaborative team, where your career development is a priority. We offer opportunities for advancement and skill enhancement. Learning Culture: Commitment to your development and ongoing education, access to Opal’s Academy, leadership programs, and national secondment opportunities. Great Tech: Access to innovative technology to enhance your capabilities. Purpose-Driven: Be part of shaping the future of aged care and improving lives. Flexible, values-driven environment - where your initiative is celebrated and your ideas shape the future. The Opportunity: We’re seeking an ICT Service Management & Improvement Technologist to drive the transformation of our IT Service Management (ITSM) platform and drive operational excellence across our digital environment. This is a pivotal role for someone who thrives on taking ownership, spotting opportunities, and delivering real, measurable improvements - without waiting to be told what to do. You’ll be the go-to expert for ITSM platform administration, automation, and continuous improvement, working closely with the ICT Service Delivery Manager and a supportive, collaborative team. Your work will directly enhance service delivery, streamline workflows, and enable our teams to deliver outstanding care. What You’ll Do Own and optimise the ITSM platform (FreshService or similar), driving automation, workflow improvements, and integrations across the business. Design and implement intelligent automations and dashboards to improve service delivery, reporting, and analytics. Lead service improvement projects from process standardisation to automation - across ICT and business functions. Enable and support team members, external partners, and interns through onboarding, training, and knowledge management. Collaborate with stakeholders across ICT, Payroll, Accounts Payable, People & Culture, and more to expand ITSM capabilities enterprise-wide. Champion continuous improvement by monitoring platform usage, identifying opportunities, and recommending new features or integrations. Provide expert guidance to the ICT Service Delivery Manager and team on best practices, platform capabilities, and new technologies. What You’ll Bring A passion for taking initiative—you see what needs to be done and make it happen. Strong analytical and problem-solving skills, with a knack for process improvement. Advanced experience with ITSM platforms (FreshService, ServiceNow, Jira Service Management, BMC Helix, Ivanti, etc.). Demonstrated ability in workflow automation, reporting, and analytics. Excellent communication and collaboration skills—you work well across teams and with stakeholders at all levels. ITIL Foundation (or higher) certification required; other ITSM certifications are a plus. Experience supporting enterprise-wide ITSM adoption and working with cross-functional teams. All applicants must be willing to undergo a police clearance check and obtain an NDISWC through your state government provider as part of our hiring process. Ready to Make a Difference? If you’re ready to step up, take ownership, and drive real change in a supportive, purpose-led organisation, we want to hear from you. Apply now and help us bring joy to those we care for - by transforming the way we deliver technology and service excellence. Job details Job family ICT Pay type Salary Employment indicator Opal HealthCare (NSW) Enterprise Agreement 2023 Opal HealthCare, 420 Geroge Street, Sydney, New South Wales, Australia #J-18808-Ljbffr