ITSM & ESM Knowledge Lead – Digital Experience

Jobtailor; City of Brisbane; On-site; AUD 120,000 - 160,000; Full time

Job summary

Jobtailor is seeking an experienced professional to administer and optimise Enterprise Service Management and IT Asset Management platforms in a large enterprise environment.

You will configure workflows, manage service catalogs, and oversee asset lifecycle governance, with a focus on data integrity, analytics, and collaboration with IT teams. The role requires strong ITIL knowledge and stakeholder engagement in a healthcare-adjacent setting.

Qualifications

• Minimum 5 years' experience administering Enterprise Service Management, ITSM, or Asset Management platforms.
• Experience administering IT Asset Management processes including lifecycle governance, discovery, and reconciliation.
• Strong ITIL Service Management knowledge and CMDB practices.
• Experience developing reporting, dashboards and operational analytics.
• Strong data governance and information integrity controls.
• Experience collaborating with enterprise technology teams, vendors and stakeholders.
• Analytical, problem-solving and stakeholder engagement skills.
• Experience managing or supporting a CMDB in a large enterprise environment.
• Healthcare operational exposure is advantageous but not essential.
• Pre-employment checks completed, immunisations included; resume and cover letter required.

Responsibilities

• Administer and maintain the Enterprise Service Management platform for availability and reliability.
• Configure workflows, service catalogues, templates, notifications, and automation.
• Support upgrades, testing, releases and environment management.
• Monitor platform usage, health and performance for optimal service delivery.
• Administer IT Asset Management across hardware, software, cloud and services.
• Maintain governance data for technology assets and configurations.
• Ensure data integrity and governance for service delivery, asset lifecycle, cybersecurity, reporting and compliance.
• Support AI-enabled capabilities and analytics foundations.
• Translate complex challenges into clear advice and action.

Skills

Enterprise Service Management

IT Service Management

Asset Management

ITIL

CMDB management

Data Governance

Reporting & Dashboards

Stakeholder Engagement

Analytics

Problem-Solving

Tools

ESM Platform

IT Asset Tools

CMDB Tools

Service Portals

Job description

• Administer and maintain the Enterprise Service Management platform, ensuring system availability, performance and reliability
• Configure and maintain workflows, forms, service catalogues, templates, notifications, business rules, automation routines and service portals
• Support platform upgrades, testing activities, release deployments, vendor-led enhancements and environment management
• Monitor platform utilisation, system health and performance to ensure optimal service delivery
• Administer and maintain Enterprise IT Asset Management across hardware, software, cloud and service assets
• Custody of SVHA technology asset, configuration and service management data
• Ensure integrity, accuracy and governance of information supporting service delivery, asset lifecycle management, cybersecurity, change management, reporting, compliance and AI-enabled capabilities
• Maintain trusted technology data foundations supporting automation, analytics and AI-enabled service management
• Improve processes and systems, resolve complex challenges, and translate complexity into clear advice, decisions and action

Requirements

• Minimum 5 years' experience administering Enterprise Service Management, IT Service Management or Asset Management platforms
• Proven experience administering IT Asset Management processes, including asset lifecycle governance, discovery and reconciliation
• Strong understanding of ITIL Service Management principles and Service Configuration Management practices
• Experience developing reporting, dashboards and operational analytics
• Strong understanding of data governance, data quality management and information integrity controls
• Experience working with enterprise technology teams, vendors and stakeholders
• Highly developed analytical, problem-solving and stakeholder engagement skills
• Demonstrated experience managing or supporting a CMDB in a large and complex enterprise environment
• Previous exposure to healthcare operational environments is highly regarded but not essential
• Completion of all role-required pre-employment checks, including relevant immunisations
• Resume and cover letter required for application

Core Competencies

Demonstrates expertise in administering Enterprise Service Management and IT Asset Management platforms, with a strong focus on ITIL principles, data governance, and operational analytics. Capable of improving processes and ensuring the integrity of technology data to support service delivery and asset lifecycle management.

Highest-signal resume keywords

• Enterprise Service Management Administration
• IT Asset Management Processes
• ITIL Service Management Principles
• Data Governance and Quality Management
• CMDB Management in Complex Environments

Hard Skills

• Workflow Configuration
• Service Catalog Management
• Automation Routines
• Operational Analytics Development
• Asset Lifecycle Governance
• Performance Monitoring
• Change Management
• Cybersecurity Practices
• Reporting and Dashboard Creation
• Service Configuration Management

Soft Skills

• Analytical Skills
• Problem-Solving Skills
• Stakeholder Engagement Skills

Industry Keywords

• Healthcare Operational Environments
• Data Integrity
• Compliance
• AI-Enabled Capabilities

Tools & Technologies

• Enterprise Service Management Platform
• IT Asset Management Tools
• CMDB Tools
• Service Portals