IT Service Management (ITSM) Support Specialist

Unisys; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Unisys in Canberra is seeking an ITSM Support Specialist to manage service requests, incidents, and problems while collaborating with users and stakeholders to enhance service delivery. This role offers growth in IT Service Management, Service Delivery, or Business Analysis.

The position requires NV1 security clearance or willingness to uplift, ITIL 4 certification, and strong communication skills with experience in ITSM environments and relevant tools.

Qualifications

• NV1 security clearance (with willingness to uplift to NV2).
• ITIL 4 certification is mandatory.
• Strong communication and stakeholder engagement skills.
• Exposure to ITSM or Service Desk environments.
• Experience with ITSM tools such as ServiceNow, BMC Helix, Jira Service Management, Ivanti, or similar platforms.
• Analytical thinking and problem-solving abilities.
• Strong organisational and time management skills.

Responsibilities

• Support Service Request, Incident, and Problem Management processes.
• Gather and document user requirements accurately.
• Monitor requests and SLA performance.
• Communicate updates with users and stakeholders.
• Maintain service catalogues, forms, and documentation.
• Assist with user stories, process mapping, and business requirements.
• Participate in Major Incident Management activities.
• Support root cause investigations and problem management processes.
• Collaborate with ITSM professionals to build practical service management expertise.

Skills

NV1 Clearance

ITIL 4 Certification

Communication

ITSM exposure

ServiceNow

Jira Service Management

Ivanti

Analytical thinking

Time management

Tools

ServiceNow

BMC Helix

Jira Service Management

Ivanti

Job description

Canberra | NV1 Clearance Required (with willingness to uplift to NV2)

Make an Impact Through Better IT Service Experiences

Every great technology experience starts with strong service management behind the scenes.

We're looking for an ITSM Support Specialist to support service requests, incident management, and problem management activities while working closely with users and stakeholders to improve service delivery outcomes. This is an excellent opportunity for someone looking to grow their career in IT Service Management, Service Delivery, or Business Analysis.

What You'll Be Doing

• Support Service Request, Incident, and Problem Management processes
• Gather and document user requirements accurately
• Monitor requests and support SLA performance
• Communicate updates with users and stakeholders
• Maintain service catalogues, forms, and documentation
• Assist with user stories, process mapping, and business requirements
• Participate in Major Incident Management activities
• Support root cause investigations and problem management processes
• Collaborate with experienced ITSM professionals and build practical service management expertise

What We're Looking For

• NV1 Security Clearance (with willingness to uplift to NV2)
• ITIL 4 Certification (mandatory)
• Strong communication and stakeholder engagement skills
• Exposure to ITSM or Service Desk environments
• Experience with tools such as ServiceNow, BMC Helix, Jira Service Management, Ivanti, or similar platforms
• Analytical thinking and problem-solving abilities
• Strong organisational and time management skills

Why Join Us?

This role offers hands-on experience across ITIL practices, stakeholder engagement, process improvement, and service operations, providing a strong foundation for a long-term career in IT Service Management.

If you're passionate about helping people, improving processes, and delivering better service experiences, we'd love to hear from you.

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