Service Management Specialist

Description:

Job Description

• Permanent, Full time
• $97,099.24 per annum plus Superannuation
• Join the Information Services team
  
  

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

We are seeking a detail-oriented and analytical Service Management Specialist to join our team in Broadmeadows, Australia. In this role, you will be responsible for implementing, maintaining, and improving IT service management processes to ensure efficient and effective delivery of IT services across the organization.

What you’ll be doing:

• Implement and maintain ITIL-based service management processes and best practices
• Run core ITLsuch as IT Incident, change and Problem management
• Manage and optimize service level agreements (SLAs) and key performance indicators (KPIs)
• Analyze service performance data and generate reports to drive continuous improvement
• Collaborate with cross-functional teams to identify and resolve service-related issues
• Develop and maintain service catalogs and knowledge bases
• Coordinate and lead service improvement initiatives and projects
• Provide training and support to staff on service management tools and processes
• Monitor and report on service desk performance and customer satisfaction
• Participate in change management processes to ensure smooth implementation of new services and technologies
  
  

The skills and experience you’ll bring to the role:

• Familiarity with various IT service management frameworks and methodologies
• Understands critical processes of Incident Management, Problem Management, Change Management.
• Manage Jira Service Management application and other Service Management products.
• Ability to gain cooperation and assistance from other staff and external customers.
• Ability to develop optimum working relationships with IT staff, service providers and clients.
• Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences when engaging with colleagues, users/customers, suppliers, and partners.
• Evaluate and enhance existing standard procedures, contributing to the development of best practices in solving technical problems, and providing guidance on the implementation of new technologies and methodologies.
• Strong knowledge of ITIL framework and IT service management best practices
• Proficiency in service management tools such as ServiceNow or BMC Remedy
• Experience with implementing and maintaining ITSM processes
• Excellent analytical and problem-solving skills
• Strong data analysis and reporting capabilities
• Ability to work efficiently in a fast-paced, dynamic environment
• Experience with service level agreements (SLAs) and key performance indicators (KPIs)
• Demonstrated ability to drive continuous service improvement initiatives
  
  

Required Certifications & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field
• ITIL certification (preferably ITIL 4 Foundation or higher)
  
  

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day : We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together : At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up : We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume : We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.