Itil & Itsm Process Analyst

Terra Firma is a highly respected Australian business and technology consulting firm with a 25+ year history of successfully delivering client outcomes. We offer leading business and technology consulting services covering the entire lifecycle of a program. 

With an average tenure of 8 years across the business, it’s safe to say that our people love what they do and are here for the long haul, whether they are at the beginning of their career journey or a seasoned professional. Our people are masters of their craft but what sets us apart is our support and willingness to help each other to deliver high quality outcomes for our clients.

We offer you exposure to a diverse array of clients across various industries including all levels of Government, Banking and Financial services, Not for Profit, Telco’s, Technology and Utilities. If you have the right skills, take your pick! Not only are you able to work across various industries, but you will also learn and upskill from working on new projects and with new technologies.

The staff are the lifeblood of Terra Firma.

The diverse backgrounds and varying walks of life enable our company culture to grow stronger, and this is what makes it such a great place to work.

Terra Firma is committed to ensuring all applicants are considered for positions in the organisation regardless of ethnicity, gender or physical disability.

If you share our values and culture, you will find a home at Terra Firma.

The opportunity

We are assisting a major client to deliver a multi-year Digital Transformation Portfolio of work covering more than 10 streams of work including upgrading many of their major applications and moving them to the cloud.

The program has grown quickly, and we are now looking for an experienced ITIL and ITSM Process Analyst to join our onsite team in Melbourne’s outer western suburbs. You will conduct a comprehensive assessment of current IT service management processes and identify areas for improvement and evaluate existing ITIL frameworks in place and determine their effectiveness.

This is an initial 3 month contract starting in January 2024 and will see you working in the office 2 - 3 days per week. 

Responsibilities include:

• Design and implement ITIL processes tailored to the organisation's specific needs ensuring alignment with industry best practices and standards
• Develop and maintain documentation for ITIL processes, including policies, procedures, and work instructions. Establish a knowledge base to facilitate easy access to ITIL-related information
• Conduct training sessions for IT staff to ensure understanding and adherence to ITIL processes. 
• Implement monitoring mechanisms to track the effectiveness of ITIL processes including but not limited to statistics reports covering the performance of teams within Service Operations including Service Desk

To be successful in this role you will have:

• Proven experience running an assessment of ITIL framework against industry standards
• Strong knowledge and understanding of IT service management processes
• Experience with ServiceNow would be highly regarded
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills