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 enhancing our clients IT service capabilities and implementing best practices,. Key Responsibilities IT Service Design and Strategy: Collaborate with stakeholders to design, develop, and implement IT service strategies 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. Incident and Problem Management: Lead incident and problem management processes to promptly address and resolve IT service disruptions and issues. Implement proactive measures to prevent recurring incidents and minimize downtime. Change Management: Oversee change management processes to ensure seamless transitions and minimize 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, 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. ITIL Framework Implementation: 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. Monitoring and Reporting: Monitor and report on the performance against KPIs and targets. Assist in the development and implementation of action / remediation plans. Working Conditions Based in Belconnen, ACT Permanent full time Rostered on-call requirement Australian Citizen What will make you successful in this role? ITIL 4 Foundation certification or higher (e.g., ITIL Practitioner, ITIL Expert). Proven experience in IT service management, with a focus on incident, problem, change 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. 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 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong 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 Programme. Support for family and caring responsibilities, including paid parental leave. Employee referral programme, 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. 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 you do not contact Atturra employees outside of the Talent Acquisition team for hiring‑related queries. To become an official supplier, send an expression of interest via Diversity and Inclusion 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. Careers | Atturra #J-18808-Ljbffr