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 906 007 | 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. ???????
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 906 007 | 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. ???????
