It Service Management (Itsm) Toolset Administrator & Developer

Cleared is working with an Australian Managed service provider to Federal Government & are seeking an NV1 IT Service Management (ITSM) Analyst.

The opportunity is Canberra based & is permanent position.

The ITSM Process Manager will be responsible for the ongoing delivery of core ITSM processes, including but not limited to Incident, Problem and Change Management

Main Tasks

• Provide support for ITSM Tool suite, handling incidents, BAU requests, and project support.
• Manage and upkeep application instances for both Company and its client(s)
• Sustain portals and interfaces.
• Demonstrate proficiency in understanding and overseeing the Client Application lifecycle.
• Undertake maintenance tasks for the service catalogue.
• Manage downstream access, client users, groups, and portal access.
• Facilitate the onboarding of new clients onto Client Apps.
• Establish Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) aligned with contractual and operational targets.
• Develop Client dashboards as needed for reporting on incidents, problems, change, and Service Management.
• Ensure the automatic generation of proactive maintenance and Service Management tickets within contracted intervals, such as monthly

Qualifications

• ITILv3 or ITILv4 Foundation certification or ability to obtain.
• NV1 Clearance and ability to obtain NV2 Clearance.

Experience, skill and competencies

• Possesses a technical foundation in an IT infrastructure discipline or has exposure to diverse technical environments and multi-discipline teams within a managed services or IT outsourcing setting.
• Demonstrates a steadfast commitment to delivering exceptional customer service through various channels - written, phone, and face-to-face interactions.
• Familiarity with IT Service Management (ITSM) principles, methodologies, and procedures.
• Displays keen attention to detail and strong written communication skills for effective internal and external correspondence.
• Brings hands-on experience in working within an IT operational environment.
• Capable of accomplishing objectives efficiently within given time frames and executing administrative duties promptly and effectively.

You must hold a current NV1 security clearance or above & be an Australian Citizen.

If you do no not have a NV1 clearance or know what this is, please do not apply!
International Traffic in Arms Regulations (ITAR) are applicable and as such, your nationality may be a factor in determining your suitability for this role.

If you are interested in this opportunity, contact Daniel on:

M: 0424 906 *** | E:

At Cleared, we provide tailored recruitment solutions to individuals seeking their next opportunity and to organisations searching for talent within Defence Industry, Intelligence and National Security.

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