It Service Operations Analyst

Virtual Staff 365; Victoria; Remote; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Work-from-home

Annual leave

13th-month pay

Govt mandated benefits

Dayshift (AEST)

Full-time

HMO

Job summary

Virtual Staff 365 seeks an experienced CMDB specialist to design and implement a CMDB (Assets) schema in Jira Service Management and to lead governance for data accuracy. You will work closely with IT, Pipeline, and Rendering teams to ensure CMDB alignment with Change and Incident workflows.

The role requires strong Jira/JSM expertise, data import skills (CSV, API, JQL), and a solid ITIL foundation. This is a remote, permanent position with AUS-friendly hours.

Qualifications

• Experience standing up a CMDB from scratch with process design and governance.
• Strong Jira, Confluence, and Jira Service Management expertise.
• Proficient data import/reconciliation using CSV, API, and JQL.

Responsibilities

• Design and configure the CMDB (Assets) schema in Jira Service Management.
• Populate initial CI data using import and reconciliation methods.
• Establish governance models to maintain data accuracy.
• Document CMDB structures and related operational processes.
• Build and configure Change and Incident workflows in JSM.
• Integrate Change and Incident processes with the CMDB.
• Collaborate with IT, Pipeline, and Rendering teams to align system structures.
• Demonstrate experience standing up a CMDB from scratch including process design and tool configuration.
• Proficiency with data import methods such as CSV, API discovery, and JQL.

Skills

Excellent communication

ITIL knowledge

CMDB concepts

Tools

Jira

Confluence

Jira Service Management (JSM Assets)

Job description

Our client is an established global creative studio in the entertainment industry, specialising in producing high-profile animation and family entertainment. Operating in a fast-paced and collaborative environment, they create content for international audiences across multiple platforms.

Job Responsibilities

CMDB & Schema Development

• Design and configure the CMDB (Assets) schema in Jira Service Management including object types, attributes, and relationships
• Populate initial Configuration Item (CI) data using various import and reconciliation methods
• Establish repeatable processes and governance models to maintain data accuracy over time
• Document CMDB structures and operational processes for ongoing use by the broader IT team

Workflow Configuration & Integration

• Build out and configure Change and Incident management workflows within Jira Service Management
• Integrate Change and Incident processes directly with the CMDB schema
• Collaborate closely with internal IT, Pipeline, and Rendering teams to align system structures
• Proven experience standing up a CMDB from scratch including process design and tool configuration
• Strong expertise in Jira, Confluence, and Jira Service Management (JSM Assets)
• Deep understanding of ITIL configuration management principles, CI types, relationships, and governance
• Demonstrated experience configuring Change and Incident management workflows in JSM
• Proficiency with data import and reconciliation methods such as CSV import, API‑based discovery, and JQL
• Excellent written and verbal communication skills with the ability to translate high‑level vision into technical execution

Nice-to-Have Skills

• ITIL Foundation Certification
• Scripting knowledge in Groovy or Python for process automation
• Experience with automated discovery tools feeding directly into Jira Assets
• Permanent work-from-home set-up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-time job
• HMO (STAFF only)
• Annual leave
• 13-month pay
• With Government mandated benefits